August 25, 2014
Customer Experience

VIDEO: 7-Eleven’s Head of Digital Innovation, Medallia’s CCO, and Ina Fried Fireside Chat at GrowthBeat

Given mounting customer expectations, how do today’s companies create fierce loyalty amongst their customers? This was the topic of conversation at a fireside chat at VentureBeat’s recent GrowthBeat conference, in which Re/code’s Ina Fried moderated a conversation with Medallia’s CCO, Ken Fine, and 7-Eleven’s Digital Innovation team leader and co-founder of 7-Ventures, Mike Debnar. Ina, …

Michelle de Haaff
Author:
August 7, 2014
Customer Experience

The Value of Customer Experience, Quantified

PLUS: Sign up below for a webinar on how to do this for your business

This article was originally published in the Harvard Business Review on August 1st, 2014. Intuitively, most people recognize the value of a great customer experience. Brands that deliver them are ones that we want to interact with as customers — that we become loyal to, and that we recommend to our friends and family. But …

Peter Kriss
Author:
July 10, 2014
Customer Experience

Tory Burch: How a Brick-and-Mortar Retailer is Beating its Online Competition

“Software eats retail.” For any brick-and-mortar company, this absolutist prediction from mega venture capitalist and entrepreneur, Marc Andreessen, is far from new. The footsteps from the likes of e-tailers such as Amazon, Zappos, and Bonobos have long been audible, threatening to put an end to in-person retail as we know it — as Andreessen suggests. …

Michelle de Haaff
Author: