Online retailers have been building up their stock of content for a while now. They recognize its value in bringing people to their sites (SEO), engaging people while on site and, of course, helping to…

Thanks to the proliferation of social media and viral video, one customer’s experience can suddenly become every customer’s experience. Top retailers know that the voice of the customer (VOC) has become more important than ever…

eTail West 2012 honored a slew of excellent companies in its second annual eTail Best-in-Class Awards celebration, held at the conference in Palm Springs, Calif. I had the pleasure of speaking with several of the…

Hautelook, the flash sale site for high fashion and luxury items at a discounted price, was recently bought by Nordstrom, a company that clearly believes in the power of Hautelook’s online brand. Hautelook recently won…

There are a lot of routes you could take in attempting to nail a customer experience strategy for your organization. How do you know what’s the right answer? What efforts will bring better brand recognition,…