Customer Experience Posts

Daily Dose of iQ: Take Surveys with a Grain of Salt

IKEA: Confusing layout = more impulse buys

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5 Keys to Positive Phone Shopping Experiences

Shopping for a mobile phone is a confusing and frustrating process. Customers are often lost in a myriad of devices, carriers, rate plans, features and accessories. And even when they choose a phone they want, the activation process can be long and tiresome.

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iQmetrix to Unveil XQ at CTIA 2011: Creating the Ultimate Customer Experience

Technology has changed the way people shop and as a result, consumers are looking for a more engaging and interactive shopping experience – especially when shopping for a new phone. With this in mind, iQmetrix is preparing to make a big impression at CTIA 2011 in Orlando, where it will launch its groundbreaking new platform, XQ Interactive Retail.

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How Social Media Can Improve Customer Service

Has the value of good customer service changed?

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Shoppers more ‘Connected’ than Sales Staff: Survey

For some time now, we’ve been reporting on how today’s customer is more informed than ever (see Shopping Apps and Pre-Purchase Research). Shoppers are increasingly doing online research – reading reviews, perusing discussion boards and comparing prices – before coming into the store do make a purchase. Some customers go so far as to look up product info on their smartphone (often using shopping apps) while they’re browsing in the store.

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Spotlight on Interactive Retail at NRF Big Show 2011

Interactive retail devices took center stage at the National Retail Federation’s Big Show 2011, held Jan. 9-12 in New York City, and as Mercedes Cardona of DailyFinance.com wrote (Jan. 16), “merchants seemed to agree on one thing: Shoppers are bored.”

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Mashable: Using Social Media to Improve Customer Experiences

Retailers generally consider social media, such as Facebook, Twitter and in certain cases YouTube, as marketing avenues; these are means of promoting the brand and developing relationships with customers. 

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Top 10 Digital Signage Trends for 2011

The digital signage/digital-out-of-home (DOOH) industry has matured and moved into the mainstream, according to Keith Kelsen, CEO of 5th Screen and author of Unleashing the Power of Digital Signage. He believes digital signs reached a tipping point in 2010, becoming an integral part of marketing campaigns worldwide.

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News & Views Year in Review: Our Best Tips from 2010

It’s hard to believe we’ve been publishing this little bi-weekly e-newsletter for five years. Since its inception, we have worked to make News & Views a valuable resource for you – our current and potential clients, wireless retailers and industry partners alike. 

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Disney CEO: Give Shoppers an Entertaining, Interactive Experience

Disney is putting a high-tech, interactive spin on its retail stores, using mobile checkouts and massive animated screens to catch consumers’ attention.

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Holiday Salesperson Checklist

Have you already fired up your sales team to have a high-performance holiday season? Are they prepared to answer the most frequently asked customer questions? Do they know what's expected of them?

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Most Smartphone Owners Not Loyal to Their Brand: Survey

The majority of global smartphone users (56 percent) polled by German marketing company GfK said they were keeping their options open about which phone they would buy next, “with only Apple commanding a significant degree of loyalty,” reported Georgina Prodhan of Reuters (Nov. 29).

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Turning Customer Complaints into Sales

Last week was a bad week for U.S. mobile phone carriers. On Oct. 13, the FCC said it would consider new rules for carriers to reduce customers’ frequent complaints of “bill shock” (see FCC Proposes Rules for Carriers to Address 'Bill Shock'). That same day (Oct. 13), the Better Business Bureau of Western Washington reported that tech companies (mobile phone carriers, household Internet service providers and software publishers), made up four of the top five businesses drawing complaints from customers (carriers were number one).

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