2011 Retail Customer Experience Top 100

CLikc on the link to the retail customer experience website to review a great range of relevant whitepapers

Top results from Multi-Channel Retailing
Cash Automation Devices: How to Choose the Right One for Your Application
Social commerce: What's possible, and what's actually happening
Converging the Retail Experience to Connect with the Changing Shopper
Luxury Apparel Leader Empowers Sales Agents to Thrive, Gets Ready for Growth
Using multichannel customer care to maximize the holiday shopping season
View all Multi-Channel Retailing listings

Top results from Social Media
Social Media: An Inside Look at the People Who Use It
Social commerce: What's possible, and what's actually happening
Automating Social Recruiting for Better Hiring
2011 Retail Customer Experience Top 100
HMV leverages social networking to connect with customers
View all Social Media listings

Top results from Retail - Warehouse
Assisted Selling and the Point of Decision
Increased Productivity with Interactivity
Digital Signage Hardware
Slides: Enhancing the In-Store Experience
Competing for Transactions: Making a Good Impression Pays Off
View all Retail - Warehouse listings


Top results from Online Retailing
Urban Outfitters responds to massive site traffic surge, increases revenues
Social Media: An Inside Look at the People Who Use It
German Retailer Creates New Fashion Shopping Experience
Retain online customers with back-to-basics approach
Ready to Buy: The In-Market Consumer
View all Online Retailing listings

Top results from Retail - Mall
2011 Retail Customer Experience Top 100
75,000 Red LEDs Wrap 7-Story Mall Facade
Sourcing Retail Store Fixtures from China
Top results from Department Stores
Webinar - Mobile Retail: What Comes Next?
The Benefits of Retail Kiosks
2011 Retail Customer Experience Top 100
Sourcing Retail Store Fixtures from China
Self-Service at Supermarkets and Grocery Stores
View all Department Stores listings

Top results from Specialty Stores
Retail digital signage: Rogers Wireless
Growing Beauty Supply Chain Saves Hours, Trims Costs, and Brings in New Revenue
Curiosk wine kiosk offers specialty retailer the expertise of a sommelier
2011 Retail Customer Experience Top 100
Acrilex builds backdrop for Urban Decay products in Sephora stores
View all Specialty Stores listings

Top results from Retail - Convenience Stores
Expanding ATM Usage in a Credit Crunch
Transaction Equipment Corp. Warehouses Speed Customer Service
2011 Retail Customer Experience Top 100
Self-Service at Supermarkets and Grocery Stores
Ten Attributes of a Superior Self-Checkout Solution Environment

Mystery Shopping - Customer Experience

i was recently given a real insight into the 'behind the scenes' workings of a mystery shopping company.

Very impressive , very labor intensive and very interesting all round if i do say..

The technology and solutions offering seem to best suit, high volume customer focused companies with 100's of retail outlets, like telco's, large food franchise that have a very competitive market place.

If you've not looked at this area before i would recommend you do.

The 6 Laws Of Customer Experience

BRUCE TEMKIN has a great blog site : http://www.experiencematters.wordpress.com/

A recent whitepaper by Bruce lists and discusses the 6 Laws Of Customer Experience.

1) Every interaction creates a personal reaction.
2) People are instinctively self-centered.
3) Customer familiarity breeds alignment.
4) Unengaged employees don't create engaged customers.
5) Employees do what is measured, incented, and celebrated.
6) You can't fake it.


THE BOTTOM LINE: WHEN IT COMES TO THE 6 LAWS OF
CUSTOMER EXPERIENCE, IGNORANCE IS NOT A VALID DEFENSE.

Check out his website and blog for more details and a full white paper

Customer Experience - Loyalty research in 2009 - Bruce Temkin

I found this blog report on customer loyalty which i must share with you.


What Research Was Hot In Q1 2009? April 8, 2009
Posted by Bruce Temkin in Customer experience.

For the ninth straight quarter, Bruces reports had the highest level of readership across all Forrester analysts. So, needless to say, customer experience remains a hot topic — even in the downturn.
To get a better sense of what’s hot, he compiled the following list of his 20 research reports that have had the most readership by Forrester clients in Q1 2009 (along with their publication dates):
Customer Experience Correlates To Loyalty (February 2009)
Voice Of The Customer: The Next Generation (February 2009)
The Customer Experience Index, 2008 (December 2008)
Customer Experience And Loyalty: A Closer Look (March 2009)
The Customer Experience Journey (September 2008)
Obstacles To Customer Experience Success, 2009 (February 2009)
Customer Experience Index 2008 Snapshot: Retail (February 2009)
Customer Experience Index 2008 Snapshot: Banks (December 2008)
Eight Steps For Keeping Customer Experience Momentum During An Economic Downturn (April 2008)
The Business Impact Of Customer Experience (March 2008)
Engage Gen Y Online With Immediacy (November 2008)
Experience-Based Differentiation (January 2007)
Customer Experience Index 2008 Snapshot: Wireless Carriers (December 2008)
A Closer Look At Customer Experience And Loyalty (August 2008)
Banks’ Cross-Channel Experience, 2008 (July 2008)
Customer Experience Index 2008 Snapshot: Internet Service Providers (March 2009)
Customer Experience Index 2008 Snapshot: Airlines (March 2009)
How Consumers Research, Buy, And Get Service (March 2008)
The Gen Y Design Guide (December 2007)
Wells Fargo Uses Ethnography To Improve Customer Communications (October 2008)

He have a few observations from this list:

There’s a lot of interest in connecting customer experience to business results (e.g., loyalty)
People want to see results from their specific industries
Companies are still trying to figure out how to reach Gen Y
Experience-Based Differentiation remains the blueprint for customer experience excellence
Looking Ahead To My Q2 Research

How Loyal Are Customers? Not Very. This report examines how three areas of loyalty vary across industries and companies: The willingness to repurchase, the reluctance to switch, and the likelihood to recommend.