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:
June 17, 2014
Customer Experience

Your CEO is NOT the Top of the Pyramid

Identifying the most important person in your organization

Who is the most important person in your organization? The natural inclination is to point toward the CEO. But if that’s how you’re thinking about it, you’re not putting yourselves in the shoes of your customers — and it could be hurting your brand and your bottom-line. The most important person in your organization? It’s …

Michelle de Haaff
Author:
June 3, 2014
Customer Experience

How To Become The Nordstrom Of Your Industry

Meet The Author Behind “The Nordstrom Way”

True or False: When it comes to customer experience, there’s only one Nordstrom. Well — at least, there can only be one company called Nordstrom. But is there only room for one company that creates an employee-empowered culture, focuses on the customer, and provides an experience that leads to strong relationships, loyalty, and lifetime value? …

Michelle de Haaff
Author:
May 28, 2014
People & Culture

Reference-Check Your Future Boss

Don't let your job hunt be a one-way flow of information

Originally published on the Harvard Business Review blog on May 23, 2014.  What do you wish you had known about your manager before you started your current job? Work style? Personality? Approach to management? Ability (or inability) to empathize? Most advice around job searching and interviewing has become common knowledge: Research the company, ask questions about the company culture, send a thank …

David Reese
Author:
May 20, 2014
Customer Experience

How Hilton Worldwide Built an Award-Winning Guest Experience Program

Not bronze, nor silver, but GOLD! I’m here at Gartner’s 360 Customer Summit in wonderfully sunny (and heavily air-conditioned) Orlando, Florida, celebrating Hilton Worldwide — Gold winner of Gartner and 1to1 Media’s CRM Excellence Award in the category of Customer Analytics. Out of over 70 applications, Hilton Worldwide was awarded GOLD status with 5 others …

Krystal Barghelame
Author: