Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept

Amazon has formally introduced its new Amazon GO retail concept on the West Coast. Basically, you can shop without lines and without going through checkout. A combination of technologies (they say, the same ones used in self driving cars) are used to notice what you pick up and what you put in your cart or [...]

Great Customer Experience = Bending the Rules

Every once in a while, you come across a customer experience that just stands out for being so good. That happened to me as a consumer this summer and I wanted to share it with you. Santillana bent the rules to go beyond expectations. My 14-year-old daughter is in her first year of high school in [...]

By | 2018-08-27T20:37:30-04:00 August 30th, 2016|Great Experiences, Reviews|0 Comments

Services Before Sales Sells More Chicken! (Disney Agrees)

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to provide service experiences to customers first. Chick-fil-A [private], now America’s favorite chain restaurant, is proof. The Cathy family have been building their brand based [...]

By | 2017-05-01T20:09:10-04:00 February 2nd, 2016|Culture + Adoption, CX in Retail, Experience Design, Great Experiences, Reviews, Story as Strategy|Comments Off on Services Before Sales Sells More Chicken! (Disney Agrees)

{:en}How Frustration–Through Design–Became Market Leadership{:}

{:en}Jeffery Sears, CEO of PIRCH,  interviewed by Mike Wittenstein of Storyminers I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience. With 20 years of customer experience under my belt, it takes a lot to impress me. PIRCH [...]

By | 2017-05-01T20:09:11-04:00 July 21st, 2015|Case Studies, Culture + Adoption, CX Design, CX in Retail, Experience Design, Great Experiences, Great Stories, Interview, Story as Strategy, Strategy + Adoption|Comments Off on {:en}How Frustration–Through Design–Became Market Leadership{:}

Sometimes, It’s the Little Things That Make the Biggest Difference

Starbucks wasn’t the first place to let customers buy something on-line and pick it up in-store. However, they’ve done a good job of integrating the new service into their operations. The details have been engineered into an amazingly simple experience that makes it easy on customers—and easy on the baristas. This kind of technology horsepower [...]

By | 2017-05-01T20:09:11-04:00 July 7th, 2015|CX in Retail, CX Tech, Experience Design, Great Experiences, Reviews|Comments Off on Sometimes, It’s the Little Things That Make the Biggest Difference

James Patterson's New Book Will Self-Destruct in 24 Hours

James Patterson has written lots of books. He's known for thrilling readers with his engaging style. But he's never thrilled them like this before. With the launch of Private Vegas, Patterson isn't just creating a reading experience for consumers, he's creating real-world, highly engaging experiences for passionate fans. Two in fact. One lucky (and well-heeled) reader gets [...]

By | 2017-05-01T20:09:11-04:00 January 21st, 2015|CX Tech, Experience Design, Great Experiences, Great Stories, Reviews, Story as Strategy|Comments Off on James Patterson's New Book Will Self-Destruct in 24 Hours

Nordstrom's Acqusition of Trunk Club is a Win for Shareholders, Employees, and Customers

Nordstrom’s [JWN] acquisition today of Trunk Club (a personal shopping service for guys who hate to shop but want to look good) is reported in the business press today with all the right financial reasons: scale, financial strength, distribution efficiencies, etc. Sales may double to $100 million according to its founder, Brian Spaly, the chief [...]

By | 2017-05-01T20:09:12-04:00 July 31st, 2014|CX Design, CX in Retail, CX Tech, Experience Design, Great Experiences, Great Stories, Reflections, Reviews, Story as Strategy, Strategy + Adoption, Tips|Comments Off on Nordstrom's Acqusition of Trunk Club is a Win for Shareholders, Employees, and Customers

Three Myths About Customer Experience Exposed

Customer Engagement Magazine publisher Ray Stendall, interviewed Mike Wittenstein for their debut issue in February. Current ideas surrounding Customer Experience were explored and discussed, including some popular myths floating around today that businesses are following in an effort to improve the experience for their customers and gain brand loyalty. Mike tackled three popular myths from [...]

By | 2017-05-01T20:09:14-04:00 March 26th, 2014|CX Design, Experience Design, Great Experiences, Strategy + Adoption, Tips|Comments Off on Three Myths About Customer Experience Exposed

Customer Engagement Magazine Interviews Mike Wittenstein

Customer Engagement Magazine, a monthly online magazine available through iTunes, was created to share ideas and strategic thinking about customer and employee engagement. In the debut issue, publisher Ray Stendall talks with Customer Experience expert Mike Wittenstein about several topics including myths associated with customer experience, current trends, common mistakes businesses make and solutions that [...]

By | 2017-05-01T20:09:14-04:00 March 11th, 2014|CX Tech, Experience Design, Great Experiences, Interview, Story as Strategy, Trends, Videos|Comments Off on Customer Engagement Magazine Interviews Mike Wittenstein

My WBR Experience – Part II: A Live Look at a B2B Customer Experience That's Happening Right Now

B2B customer experience is as much about what you do as what you say. Whether designing or dissecting experiences, I typically apply a five-stage pattern based on the buyer’s experience to organize ideas, findings, and recommendations. Using a buyer's perspective rather than a seller’s leads to remarkable insights and an experience design that is easier [...]

By | 2017-05-01T20:09:15-04:00 February 20th, 2014|Experience Design, Great Experiences, Reviews, Speaking + Workshops, Story as Strategy|Comments Off on My WBR Experience – Part II: A Live Look at a B2B Customer Experience That's Happening Right Now
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