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iPad Clienteling at Retail Stores: Cool or Creepy?

iPad Clienteling at Retail Stores: Cool or Creepy?

As innovative consumer mobile apps continue to redefine the retail industry, will iPad-wielding associates be the next wave? I asked myself this question at Nordstrom at Stanford Shopping Center a couple of weeks ago
Designing Mobile Customer Experience: It's Not Just About Your Service

Designing Mobile Customer Experience: It’s Not Just About Your Service

If you are designing a consumer mobile app for your company, focus on solving a ‘major annoyance’ hindering your customer’s experience, even if it’s not within the scope of your product or service. Every company wants to engage with consumers…
subscription fashion service

Netflix For Fashion: Why Subscription Fashion Is The New Disruption

Women’s fashion is the ultimate ‘social’ industry, where the only thing that matters is what everyone else thinks and talks about your outfit. Most of us also love…
Amazon Prime & Showrooming: Can Mobile Save Retailers?

Amazon Prime & Showrooming: Can Mobile Save Retailers?

Amazon winning the ‘Retailer of the Year’ award at the National Retail Federation convention at New York this week was not a surprise, though it’s an interesting decision by…
Is Mobile the Next Customer Service Channel?

Is Mobile the Next Customer Service Channel?

I remember being amazed by the exceptional customer service by American companies, when I first came to the US in 1997. The  ability to call the 1-800 number practically…
'Social Enterprise' and 'Consumer Social': 5 Behavioral Differences

‘Social Enterprise’ and ‘Consumer Social’: 5 Behavioral Differences

Saw this funny cartoon in an otherwise serious (&excellent) article:  After nearly falling off my chair laughing, I felt like adding another box:   Social Media: “Social Enterprise emancipates individuals to be collaborative free agents…