The Impact of Store Appearance on Brand Reputation

We recently explored the ways in which store maintenance impacts customer acquisition and retention. In this second post of the series, we’ll take a step back and look at the impact of store appearance (which, of course, is synonymous with maintenance in many ways) on brand reputation: The way in which a brand is perceived and valued by customers, stakeholders, and the broader retail Read More

The Impact of Store Maintenance on Customer Acquisition and Retention

A tidy, attractive, well-kept sales floor is one of the first “commandments” of a successful retail business. Nobody is going to want to spend any time – or any of their hard-earned cash – in an unpleasant environment. A store’s physical appearance reflects directly on the quality of the products for sale, so it’s critical that retail executives dedicate sufficient resources towards store Read More

How the ‘Retail Renaissance’ is Redefining the In-Store Experience

Steve Jobs, the guy who told us to think different, said this about the importance of customer experience: "You've got to start with the customer experience and work back toward the technology - not the other way around." Walk into any of the Apple stores around the world and you’ll see this philosophy come to life in every facet of the in-store experience. This is why the successful Read More

5 Considerations for Creating an Effective In-Store Customer Experience Strategy

Despite the doom-and-gloom headlines, the brick-and-mortar model is still the foundation of the retail omnichannel strategy. In fact, it may be surprising to learn that brick-and-mortar retailing is substantially larger than e-commerce sales and that the gap may be widening. A contributing factor is that 98 percent of the uber-connected Generation Z still prefer to shop in actual stores, according Read More

In-Store Experience Trends: Can Your Business Keep Up?

The term “Retail Apocalypse” has been thrown around for a few years now; it refers to the belief that online shopping is driving the extinction of brick-and-mortar stores. While the growth of digital may make this seem like a logical conclusion, the reality is that of the $4.2 trillion spent in the U.S. retail industry, only around 13 percent of those sales took place online. UBS investigated Read More

Billion Dollar Investments to Establish Better Customer Experience Management

  This is the third in a series of posts by Vernon Turner, globally recognized as one of the Top 50 IoT experts, focusing on the impact of emerging technologies across business processes. At one time, looking for innovation and mergers & acquisitions in the field services management industry, and in particular facilities management, was like looking for a needle in a haystack. Not Read More

How Does A Service Automation Platform Improve Customer Engagement?

This is the first in a series of posts by Vernon Turner, globally recognized as one of the Top 50 IoT experts, focusing on the impact of emerging technologies across business processes. Field service automation is in the midst of exciting changes, driven by the availability of service data that was once locked up within either equipment or assets such as industrial air conditioners or Read More

How Facilities Management Can Improve Your Business’s Customer Service

Efficient and effective facility maintenance and repair is a critical component in creating superior customer experiences, especially in retail, restaurant, and convenience store locations. While it starts with doing the research and really knowing and understanding your customers, real change happens when you start to utilize facilities software that is both automated and has analytic Read More