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Concierge Service: A Short History

June 5, 2012 – 12:15 pm

Even though I studied French in high school, college and even took a few private lessons, it was clear early on that I would probably never reach my childhood dream of becoming a French-speaking United Nations tour guide.  I could have handled the tour guide part but it was the French-speaking aspect that turned my […]

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JCPenney’s Fair and Square Pricing Policy Would Make Mr. Penney Proud

February 28, 2012 – 8:23 am

James Cash Penney opened his first store in 1902 and named it “The Golden Rule,” which was also the store’s credo – treat people as you would like to be treated.  I think Mr. Penney would be happy with the new policy the store that bears his name instituted on February 1, JCPenney “Fair and […]

Posted in Brand Experience Management, Marketing, News, Retail | Comments (2)

Ralph Lauren – the Epitome of Classic American Style

January 24, 2012 – 10:58 am

After reading the agenda for the National Retail Federation’s 101st Annual Convention & EXPO, which was held last week at the Javitz Center in New York, I clicked through to one of the sessions I would definitely attend had I been able to attend this year’s show:  How Ralph Lauren keeps a classic brand modern. […]

Posted in Brand Experience Management, Customer Experience, Marketing, Retail | Comments (5)

Whether You Call it O.co or Overstock.com…the Company is Tops in Customer Service!

December 13, 2011 – 1:11 pm

The idea behind Overstock.com is really cool.  Not only can customers shop for top quality brands at a tremendous savings under one cyber umbrella but to manufacturers, retailers and distributors the company provides an alternative selling channel. I’m a big fan of the company for several reasons.  One is the merchandise freshness.  You just never […]

Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Relationship Management, Customer Retention | Tagged , , , , , , , | Comments (0)

Rewarding Loyalty – The Incentives Have Changed but the Idea Remains the Same

November 15, 2011 – 10:17 am

Helping my co-workers prepare for our November 15th Webinar, “Rewarding Customer Loyalty One Unforgettable Experience at a Time” took me back to my years working in the incentive marketing business for John E. Connelly, who was a groundbreaker in the incentive field back in 1958 and who continued as an industry leader for the next […]

Posted in Brand Experience Management, Contact Center Best Practices, Customer Loyalty Programs, Customer Relationship Management, Customer Retention, Financial Services | Tagged , , , , , , , | Comments (0)
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