Retail: Time to Blaze a New Trail

September 6, 2017
Posted by: Jeff Reynolds
To borrow from Clayton Christiansen, I had a “job to be done.” I’m soon headed on an outdoor trip in the mountains where there will be snow, biking, hiking and lots of time outdoors. I needed some flexible clothing that allows me to layer. My closet wasn’t up to the job, so I need a retailer to help me. I ...
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Do You Have a “Fresh Remote” Problem? A Curious Case of Customer Experience

August 14, 2017
Posted by: Jason Brooks
Upon checking into a particular hotel of a brand I had never stayed in before, I noticed on the nightstand a little white translucent bag ...
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Go the Extra Mile with Good CX

August 7, 2017
Posted by: Joan Cassidy
A few weeks ago, I spent almost two hours waiting in line to pick up a rental car at Boston Logan. Two hours is a ...
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CX Day is October 5th… so what?

October 5, 2016
Posted by: Tristina Keith
To say that technology has disrupted the practice of customer experience (CX) management is an understatement. The advent of real-time software revolutionizes the way companies ...
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The Media Merger that Wasn’t

February 29, 2016
Posted by: Peggy Einnehmer
I’ve learned a lot from savvy media consumers as a result of attending many focus groups over the years. (I’ve also eaten a lot of ...
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I Know It When I Feel It: Multisensory Survey Design

November 19, 2015
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Posted by: Hilary DeCamp
I recently read an article in the New Yorker titled, “Accounting for Taste,” which details the research of Charles Spence, a professor of experimental psychology. ...
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TV Today: Too Much of a Good Thing?

September 2, 2015
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Posted by: Peggy Einnehmer
Beginning this month, the broadcast networks will launch 37 new series, of which only a handful will be hits.  For better or worse, the fall ...
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VR for MR: A Case Study

June 5, 2015
Posted by: Jason Brooks
We’re just wrapping up the fielding portion of a groundbreaking, multi-market new customer experience test for H&R Block using Virtual Reality, aka, VR. Coming on ...
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I’ve seen the future. It’s on my wrist.

May 11, 2015
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Posted by: Eric Asch
Musings on two weeks with the Apple Watch… Imagine my delight. As an unabashed (and occasionally and deservedly derided) early adopter, I ordered the Apple ...
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No Crystal Ball: Consumer Predictions in Surveys

April 8, 2015
Posted by: Collette Eccleston, PhD
In our surveys, we often ask respondents to predict the future. We don’t ask them to gaze into their crystal ball, but we ask them ...
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