Posts Tagged ‘customer experience’

At the NRF’s Shop.org conference this week, we’re seeing a renewed emphasis on personal values in the marketing mix. The retail industry continues to be disrupted in new and interesting ways, but brands are finding success taking personalization to a much more personal level. Anna Cole, Director of eCommerce at Carhartt, talked  about their experiences […]

The previous 12 posts in this series have taken us on quite a journey. We started by defining the term “customer” in the context of pharma and med device, discussed why “customer” and “customer experience” (CX) matter in life sciences, and rounded it out by walking through each of the seven dimensions of CX maturity […]

With upcoming legislation around website accessibility, it’s time to take a serious look at how your website stands up to accessibility requirements. The WAI (Web Accessibility Initiative) categorizes web accessibility into three levels: A, AA, and AAA – from basic to most advanced. Proposed upcoming legislation is aimed at requiring mainstream institutions like financial, education and healthcare […]

              Mobile is an interesting beast. Users have a different experience for a variety of reasons. Not the least of which is the fact that you interact with mobile almost anywhere and definitely outside your home or work. Obviously that sets up a lot of opportunity if you can […]

Rough news for iconic Toys “R” Us this week as they declare bankruptcy – right on the cusp of the holiday shopping season. Another casualty in this year’s string of retail setbacks, disruptions, and (optimistically) transformations. Analysts cite an over-investment in stores and perhaps too many years of letting the website wither on the vine. […]

The seventh (and final!) of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Culture. Even though it comes at the end, numerically, if you look at the diagram, it leads right back into strategy and the rest of the dimensions. That’s because it’s culture that actually keeps the CX wheel […]

Nordstrom just announced that they are opening Nordstrom Local, a new concept store with zero inventory and plenty of one-on-one attention. The store opens in West Hollywood on Oct. 3 — one week after this year’s shop.org event in L.A. (maybe we’ll get a sneak peek when we’re out there.) The format is an experiment […]

The sixth of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Measurement. For those of you who have been with me through the previous five (and the other posts in the series before that), thank you! We are in the home stretch of translating Perficient Digital’s 24-page CX guide to […]

Nordstrom plans to open a store in Los Angeles that will have no inventory. Our Principal of Strategy & Innovation at Perficient Digital, Jim Hertzfeld says, “THIS is the future of physical retail,” and he points to what menswear retailer Indochino has been doing in retail, expanding from web into bricks-and-mortar. We’ve seen the same […]

The fifth of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Operations. You can see in the diagram below that the first and most critical dimension, Customer Insight, sits squarely on top of Operations. That’s no coincidence! Technology + Operations = BFFs I’m sure you’ve experienced this before: you invest […]

The fourth of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Enabling Technologies. No matter how great your first three dimensions are (customer insight, strategy, and design process), without the right technology and surrounding business processes, you won’t be able to bring anything to life. CX Technology Selection Selecting the […]

Now that September is here, I thought it would be neat to look back at what our readers found most interesting last month. Below are the top five blog posts Perficient’s life sciences practice wrote in August – they’re ranked in order of popularity, with number one being the most viewed piece. What The FDA Requires Of […]