In the first of a brand-new series, in which we talk to some of the leading thinkers and influencers working in retail today, we are delighted to introduce Nicole Leinbach-Reyhle to the TruRating hot seat. As the founder of Retail Minded – an independent publication founded in 2007 – Nicole has been recognized by companies including IBM,…
Dirty Floors and Retail Basics
While there has been a tendency to paint e-commerce as the thorn in the side of traditional retail, a recent article in Forbes – Cleanup in Aisle 5? – suggests there are some more fundamental problems at play for the brick & mortar crowd. As reporter Joan Verdon notes, a study from facilities management platform…
What lies in store for the future of retail metrics?
Typical – you wait an hour for one article about the inadequacies of our current methods for measuring retail performance, and two turn up at once. Recently at TruRating Towers we came across two interesting articles both questioning the validity of today’s most commonly used retail metrics. Writing in Forbes, Richard Kestenbaum’s “The Way We…
Leaving a Lasting Impression: Traditional vs. Digital Marketing
Modern Marketing: A Digital Love Affair Good data is the foundation upon which strong marketing decisions are made. The more data at our fingertips, the more targeted we can get. Which goes some way to explaining the contemporary marketer’s infatuation with all things digital. Digital is steeped in data. The ability to A/B test every…
What’s the verdict from Forrester’s CX NYC Conference?
Forrester’s annual CX NYC event is known in the CX world as one not to be missed, and so we were delighted to be in attendance yet again. If you couldn’t make it this year, we’ve brought you some of our key takeaways from this year’s thought-provoking two day event, with a deeper dive into…
The Art of the Survey
Customer Experience Icon Shep Hyken, was kind enough to feature a guest post from Georgina on his wonderful blog recently over at Hyken.com. A fantastic speaker and all-around nice guy, Shep has authored several NYT bestsellers including his most recent opus The Convenience Revolution. For daily doses of CX wisdom, we highly recommend following Shep…
What is social proof and why is it important in marketing?
The history of social proof Social proof as a concept has been around for quite some time. Psychologists were describing it decades ago (perhaps most notably Robert Cialdini in his 1984 book Influence: The psychology of persuasion). However, it’s only recently that we’ve seen it become the focus of intense interest from marketers – particularly…
NPS: where next for the Net Promoter Score?
NPS was developed by an employee of Bain & Co consultancy in 2003, to provide a way to measure customer satisfaction as it correlated directly to increased sales. The method – traditionally a simple one question survey – asks customers to rate their experience on a scale from 0-10. An NPS Score is derived by…
RetailEXPO 2019 Wrap-Up – what we learnt.
RetailEXPO has fast become a highlight in the European retail calendar and this year’s event was another fantastic showcase for the latest in technology, design and innovation. We were absolutely thrilled to play an active part in the show this year, with TruRating founder Georgina Nelson speaking to a packed house on the Marketing +…
TruRating at Retail Expo 2019
We are delighted to be speaking at the Retail Expo 2019 in London on May 1-2. As one of Europe’s leading events for retail technology and design, it’s an honour to share the stage with so many fantastic retailers and industry names. Georgina will be taking to the Marketing & Branding stage with JD Sports…
How to put Customer Experience Theory into Practice
A recent report by Bain & Company contained the somewhat shocking statistic that while 80% of businesses believe they provide a ‘superior proposition’ only 8% of their customers agree. For those in the retail business, this highlights one of the key challenges facing the industry today – how to close the gap between the service…
CX Icon: Brian Dennis
This week, we were fortunate enough to speak to Brian Dennis, known throughout the country as the “the customer service guy”. An internationally renowned CX innovator and forecaster, Brian has served as a Fortune 150 executive – most recently as VP Customer Experience at Kohl’s – alongside being the best-selling author of his newest book…
Unlocking the Value of Customer Experience (CX) Initiatives
Putting a Value to Customer Experience While it’s easy to pay lip service to the importance of customer experience, for those in charge of CX initiatives or Voice of the Customer programs, proving the value of investing in Customer Experience to the wider business can be a challenge. While a commitment to exceptional service values…
Put a Spring in your step with our April Insights
As the clocks move forward across the globe and the cherry blossom begins to bloom, it’s finally starting to feel like Spring is truly here. And what better way to celebrate than with a round-up of our latest retail insights? The ‘Keanu’ Effect Working with an independent grocer in…
CX Icon: Nate Brown
This week we are delighted to speak to the fantastic Nate Brown. Alongside his role as Director of Customer Experience for UL EHS Sustainability, Nate is an ICMI Top 50 CX Thought Leader, and as co-founder of the CX Accelerator (a virtual forum for CX professionals) is something of a catalyst for communication amongst the customer…