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Friday, September 30, 2011

Retail Experience in the News - 9/3011

Wordle: #retailexpAmazing - the last day of September already and time the 9/30/11 issue of Retail Experience in the News...  recapping the latest articles and links shared on Twitter with the #retailexp hashtag this past week.

Retail Experience and Customer Service

  • 5 ways customer stories build brands: http://ow.ly/6Ejfw What r your stories? #retailexp

Retail Experience Ideas

  • Mobile devices in stores speed checkout across range of retailers #retailexp http://ow.ly/6Elk3
  • I love watching Toys R Us reinvent its #retailexp http://ow.ly/6Elx5
  • I do wish Wegman's were closer by so I could experience its #retailexp http://ow.ly/6xSFP
  • The NRF Stores favorite 50: Amazon, WalMart, eBay top list. Notice focus on value & redefining it http://ow.ly/6EleB #retailexp
  • Using nostalgia to connect with customers: http://ow.ly/6EkuI Love Martin Lindstrom perspective #retailexp
  • Innovation lessons imported from Detroit: http://ow.ly/6EjvJ - applicable to #retailexp!

Integrating Online with Offline

  • Imagine: personal food shopping b/c technology enables online customization http://ow.ly/6EkZF #retailexp
  • Retailers, have you considered h2 build social commerce on yr site? Here R 3 ways: http://ow.ly/6El6G #retailexp
  • 7 ways shoppers are getting smarter #retailexp:... http://t.co/AwnPjE7l
  • What Google+ means for retailers fr @retexperience http://ow.ly/6EkbN #retailexp

For previous issues of Retail Experience In The News, see Retail Experience News.

Enjoy and thanks for reading!


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Monday, September 26, 2011

The Hidden Power of Your Customers: Book Review

Becky Carroll's new book, The Hidden Power of Your Customers: 4 Keys to Growing Your Business Through Existing Customers, is a must read for any business person serious about growing his or her business. Why? Because Becky focuses intensely on how to build customer loyalty. If you're serious about the success of your business, you need a loyal customer base.

[See The Hidden Power of Your Customers, Becky Carroll Interview for my blog interview with Becky.]

Becky, author of the Customers Rock! Blog, is passionate about customers. As she writes in Announcing my first book: The Hidden Power of Your Customers:

"The Hidden Power of Your Customers is based around the principles of Customers Rock!, and the sections of the book follow the ROCK acronym:

R: Relevant marketing – Organizations need to market to their customers in a way that is relevant to them, including recognizing them as customers, using their language, and meeting their needs.

O: Orchestrated customer experience – Every place a customer interacts with a company needs to provide a consistent, planned experience for the customer that is beneficial to both parties. We can’t leave the customer experience to chance.

C: Customer-focused culture – We can’t just expect that a company will become customer-centric because it hires a few great customer service personnel or states that it cares about customers in its marketing. We need to ensure that customers are part of everything that our company does so that customer-focus becomes part of the company DNA.

K: Killer customer service – Companies need to take customer service to the next level, and it needs to be an integral part of the customer experience. Customer service is where the rubber meets the road, as many buying and renewal decisions are based upon this critical touch point. It has to ROCK."


In addition to detailing the ROCK framework, the book offers guidelines for listening to and determining the customer point of view. Becky then integrates all of the elements to demonstrate how a ROCK based approach to business drives growth.

I particularly enjoyed the range of examples of customer-focused companies that Becky includes in her book - from well known and lesser known companies. Case studies explore best practices from Teradata, Sanuk, Marriott Rewards, Lexus, Urbane Apartments, EMC, Southwest Airlines, Salon Radius and Mighty Fine Burgers representing a wide range of industries and specialization. In addition to these in-depth case studies, she weaves in throughout the book references to other best practices, including ones based on personal experiences. Some of those include Beaver Creek Resorts, Ravenswood, Disney, Spiceworks, Jones Soda and Verizon to name just a few.

With each example, Becky highlights tips and advice on how to unleash the power of your customers. Be human. Be sincere. Listen to your customers. Internalize a customer focused attitude to inspire you and your organization! The methodical format means that you can readily figure out what's broken and how to fix it so you can delight  customers and grow your business.

Two quotes from the book to think about: "it can take up to 12 positive interactions to overcome a single negative one," from page 200 and the Golden Rule for Customers: "it's not who's right, it's what's right" from page 205. Doesn't it seem a lot easier and more productive to focus on the hidden power of your customers and delight them intensely?

Let me know what you think.

To order Becky Carroll's book, click on The Hidden Power of Your Customers

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Other posts about The Hidden Power of Your Customers that you will enjoy:
Note: Becky forwarded me a free copy of her book. She also included me in the book's acknowledgements.

Friday, September 23, 2011

Retail Experience in the News - 9/23/11

Wordle: #retailexp Here is the 9/23/11 issue of Retail Experience in the News...  recapping the latest articles and links shared on Twitter with the #retailexp hashtag this past week.

Retail Experience and Customer Service

  • Lovely to witness how Domino's is embracing transparency http://ow.ly/6xRyw #retailexp
  • Have you considered how the clues in your #retailexp add up for form customer impressions? http://ow.ly/6xIXe
  • How A&P changed the way we shop http://ow.ly/6xQsO #retailexp

Retail Experience Ideas

  • Music to the soul of a simplifier: a store w only 3 products & other cases for simplicity http://ow.ly/6tEMB #retailexp
  • How do you factor in the BBB for your online reputation? http://ow.ly/6xR1c #retailexp

Integrating Online with Offline

  • How do you see your #retailexp changing as a result of online world? http://ow.ly/6xRQn
  • I love reading about digital innovation at the dept store level http://ow.ly/6xQhX #retailexp
  • This is interesting: Urban Outfitters makes fall catalog available via Facebook: http://ow.ly/6xQKr #retailexp
  • More about Zara as it expands its #retailexp online http://ow.ly/6xQOI
  • How 6 retailers are using mobile to enhance the #retailexp http://ow.ly/6xRC1
  • Great exampls: how car dealerships use social media to reach customers http://ow.ly/6xRNK #retailexp

For previous issues of Retail Experience In The News, see Retail Experience News.


Enjoy and thanks for reading!

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Friday, September 16, 2011

Retail Experience in the News - 9/16/11

Wordle: #retailexp Greetings! I share with you the 9/16/11 issue of Retail Experience in the News...  recapping the latest articles and links shared on Twitter with the #retailexp hashtag this past week from Boston where I'm absorbing Inbound Marketing Wisdom and attending the Hubspot User Group Summit. Happy weekend!

Retail Experience and Customer Service

  • Morton's has great attitude about random acts kindness, customers, social media. Bravo. http://ow.ly/6tAym #retailexp
  •  Telling stories, giving back- Toms Shoes buy 1/give 1 model makes for interesting #retailexp http://ow.ly/6qU2g
  • Retailers beware: women's anxiety at unprecedented levels http://ow.ly/6qUdI #retailexp
  • 40% of customers say won't buy brand if can't find right info online http://ow.ly/6qTsV #retailexp
  • From @FCNewsmag: How forgiving are you when a business makes a mistake? How forgiving are your customers? #retailexp... http://t.co/5OGx7zI
     

Retail Experience Ideas

  • From @FCNewsmag: Five #retail trends to consider implementing http://t.co/Yt5xQSb #retailexp #SmallBusiness #entrepreneur
  •  From TrendWatching: Retail Renaissance & why consumers will enjoy real world shopping http://ow.ly/6qTOf #retailexp
  • Netflix tweaks its #retailexp model: http://ow.ly/6tAdP How much effect will changes have?

Integrating Online with Offline

  • Trying to imagine how Ocado virtual shop window for iphone will work for grocery shopping #retailexp http://ow.ly/6tApQ
  • Retailers take note: Mobile may B primarily 4 research, education, info-yet it draws shoppers into stores http://ow.ly/6qTiQ #retailexp
  • Been wondering about this: Zara play catch-up with online shoppers http://ow.ly/6tAhJ #retailexp

For previous issues of Retail Experience In The News, see Retail Experience News.

Enjoy and thanks for reading!

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Monday, September 12, 2011

'Happy To Bed' From IKEA, an Online Retail Experience

'Happy To Bed' From IKEA, an Online Retail Experience
In the spirit of A Fun Digital Retail Experience: HEMA, I share with you the IKEA Happy To Bed campaign from the UK. Have you come across it yet?

If not, check it out.

Go to IKEA on YouTube UK [p.s., if you scroll down on the YouTube page, you'll come across a video of a pillow fight - also part of the campaign].

Next, you can connect to your Facebook profile, select personas for your room and watch a fun virtual interpretation of what 'happy to bed' would look like for you.

IKEA's press release describes the result as the "first ever personalised 3D showroom on YouTube. Drawing on information from Facebook, IKEA’s tool creates a bespoke 3D bedroom that can then be explored and tailored by users to create their perfect bedroom."

'Happy To Bed' From IKEA, an Online Retail Experience - For a Couple
First, I chose to focus on a room for a partner and me, dialed how long we had been together and ... voila! Note the oval on the left: that is where this application selected pictures from my Facebook profile and included them in pictures frames in my virtual bedroom. Very clever.

Next, I decided to focus selfishly just on myself.

I found those results much more interesting, with lots more photos relevant to me: a photo above the headboard, on my laptop screen and on the wall.
'Happy To Bed' From IKEA, an Online Retail Experience - for a single woman
For all selections, your perfect IKEA room visualizer comes with items in the room identified. Per the release, you have "the ability to see detailed product information and to click through to IKEA.co.uk to purchase any home furnishings featured within the bedroom."

Furthermore, "The personalised 3D showroom forms part of a wider bedrooms campaign by IKEA and follows a UK wide study of over 2million people into how Britons live life at home. The 3D showroom creates bedroom experiences based on insight drawn from the study including:

  • Creating bedrooms that support TV and internet for those most likely to use it.
  • Incorporating workspace to reflect the growing trend of working in the bedroom.
  • Smart storage solutions to address the decline in living space across the United Kingdom.
  • Helping customers see the potential to create a happier space in their bedrooms for a better night’s sleep.

IKEA have used the results as part of a £2.5million investment into redesigning the bedroom roomsets in stores across the country. The redesigns will ensure all IKEA bedroom roomsets are locally relevant, specifically reflect the way people live their life at home and showcase the solutions that help people go to bed happy."

'Happy To Bed' From IKEA, an Online Retail Experience - includes product details
I found the "Happy To Bed" IKEA online retail experience absolutely fascinating and enjoyed interacting with it.

The personal touches, in particular, are brilliant! So much so that I wanted to spend more time with them. The flash video format allows you to watch the video, but not to rewind or go back or slow down the viewing. The only way to repeat the viewing is by starting all over again and rebuilding one's room. Couldn't this be a rewindable video?

I love that IKEA has taken research about consumer trends to develop rooms relevant to local preferences and would love to know how the program is affecting sales of these various bedroom products.

Here are a few other perspectives on IKEA's "Happy To Bed" YouTube social experience. You'll notice some issues linking the detailed product information to the purchase process:
What is your reaction to 'Happy To Bed'? As a consumer as well as a retailer? What do you like and not like?

Let me know in the comments!

P.S.: 'Happy To Bed' is best viewed in Firefox. It has issues in Chrome.

Friday, September 09, 2011

Retail Experience in the News - 9/9/11

Wordle: #retailexp Here is the 9/9/11 issue of Retail Experience in the News...  recapping the latest articles and links shared on Twitter with the #retailexp hashtag this past week.

Retail Experience Data

  • I love reports about future of home spaces. This from IFDA: http://ow.ly/6lkGA Reactions? How will this affect #retailexp?
  • Latest Pew data: older users get into social networking groove http://ow.ly/6lkIy - implications for #retailexp

Retail Experience Ideas

  • From Knowledge @ Wharton, #retailexp perspective on new retail strategies http://ow.ly/6pa5b
  • Small Business advice re: how to find time for social media http://ow.ly/6eyfZ #retailexp
  • Insight on recommendation systems: counters wrong approach of matching people to products in vacuum http://ow.ly/6paWj #retailexp
  • Whole Foods testing wellness clubs: sounds like gr8 way to enhance #retailexp: http://ow.ly/6lkuz and http://ow.ly/6m8SR
  • Being human is the new black for brands & #retailexp: http://ow.ly/6lMDh

Integrating Online with Offline

  • RT @mauricecflynn: RT @whitehorsepdx: @WhiteHorsepdx visionary @willreese feature in #fastcompany- Wise Up, Retailers: Smartphones Aren't Going Away http://ow.ly/66IHW #retailexp 
  • Wow! talk about making a #retailexp statement: Chipotle, Willie Nelson singing Coldplay, stop-motion video. http://ow.ly/6lMtu

For previous issues of Retail Experience In The News, see Retail Experience News.

Enjoy and thanks for reading!

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Tuesday, September 06, 2011

Simple Marketing Now's eNewsletter for September

Simple Marketing Now's eNewsletter for September
I haven't had a chance to share with you news about Simple Marketing Now in a while. However, I did want to let you know that last week, despite all of the Hurricane Irene Internet issues we experienced, I published the September 2011 issue of Simple News & Insights!

I'd love for you to check it out.

You'll also find an offer I put together for readers of the newsletter... two social media marketing guides [more details in the newsletter].

To read the September 2011 issue of Simple Marketing Now's eNewsletter, click on this link.

I can't wait to hear your comments - both on the newsletter and on the social media marketing guides.

Let me know, too, if you like the changes I've made to the Simple Marketing Now website.

Thank you!

Best,
CB

P.S.: I hope you had a wonderful Labor Day weekend!


Friday, September 02, 2011

Retail Experience in the News - 9/2/11

Wordle: #retailexp Happy Labor Day weekend to you in the US! Here is the 9/2/11 post-Irene issue of Retail Experience in the News...  recapping the latest articles and links shared on Twitter with the #retailexp hashtag this past week.

[If you're curious about our Irene experience, here is Hurricane Irene: In Photos; we were very lucky. I hope you came through unscathed.]

Retail Experience and Customer Service

  • Beware the mobile messages sent to customers: relevant, personalized matter to #retailexp http://ow.ly/6exHd 
  • Consumers get wiser to behavioral targeting: be relevant, respectful http://ow.ly/6exIY #retailexp
  •  Love this approach to building community, fr Chipotle http://ow.ly/68va4 #retailexp
  • DQ owner gives back to community as part of his #retailexp http://ow.ly/6exlh

Retail Experience Ideas

  • Interesting comparison of IKEA to Borders in Retail feast or famine http://ow.ly/68uJF #retailexp
  •  Small Business lessons from hottest retailers http://ow.ly/6exBi What would you add? #retailexp 
  • Lessons for #retailexp success: lean inventory, strategic use marketing $, quick markdown of slow moving items http://ow.ly/6exfI

Integrating Online with Offline

  • Did you know? There's an app for ordering pizza! Mobile & the #retailexp http://ow.ly/6exi7 
  • Fascinating! How shoppers use tablets vs. smartphones for Back2School #retailexp http://ow.ly/6exKq 
  •  Cool! Lord & Taylor focusing on hi-tech customer engagement tools. Check out comment about fitting rooms! http://ow.ly/6exEJ #retailexp


For previous issues of Retail Experience In The News, see Retail Experience News.

Enjoy and thanks for reading!


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