Are your customers’ experiences profoundly remarkable?

RCE_com“What does emotional connection mean to you?” I asked a senior leader of a retail chain. I was expecting an insightful answer. “It means being helpful, courteous, and respectful to customers,” he replied. I probed a bit further. “How is emotional connection different from plain, ordinary customer experience?” I got a speech about being treated like a person and not a like a number. He ended with: “We need to stop treating customers like consumers and started treating them like friends.” He made it sound unique and new. http://bit.ly/BR2N63JcH

3 brick-and-mortar lessons for e-commerce

RCE_comIt’s an occupational hazard within the retail sector: Lessons learned in the market are usually learned the hard way. Adding insult to injury, there is a very low margin for error, particularly when changing course in the business does not correlate with shopper demands.

The good news for grocery retailers is that decades of lessons learned via brick-and-mortar initiatives for category management and shopper marketing can be applied to e-commerce with relative ease.  http://bit.ly/BR2McaBsu