Express has a Whiskey Club?

What is it about whiskey? In the early 2000s, sales were stagnant. Years of underinvestment brought disinterest from the drinking public, and vodka, buoyed by the runaway success of Sex and the City and its cosmopolitan-guzzling protagonists, was far and away the country’s most popular liquor. Now, ten or so years later, four different whiskey brands are counted among the most popular booze in America, and Fortune magazine claims its sales have “bested the performance of tequila, vodka, gin and all other key spirits categories.”

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Topics: customer experience, purchase behavior, whiskey

3 Ways Amazon Go is Revolutionizing Retail

By now you’ve heard of Amazon Go. But in case you’ve gone completely off the grid recently, here’s the crib notes:

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Topics: amazon, amazon go, customer experience, convenience

Top 3 Ways Retailers Are Using VR to Engage Customers

Earlier this month, Wayfair, the Boston-based e-commerce company specializing in home furnishing and decor, announced the launch of Patio Playground (you can find it here on the Oculus website), its proprietary virtual reality (VR) application.

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Topics: virtual reality, customer experience, assortment optimization, inventory

What Does a “Seamless Experience” Really Look Like?

We’ve heard time and time again that what consumers want from retailers today is a “seamless experience.” When I hear this phrase, I know it refers to unifying in-store, online, and mobile shopping experiences, but how could this realistically happen, and what would that experience look like from the customers’ point of view? Is this just another buzzword that the industry has clung to, or does it have real consequences? 

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Topics: customer experience, predictive analytics

Is Customer Experience Better Online Than in Stores?

In a recent study by Forrester, it was found that better customer experience (CX) is closely correlated with more robust revenue growth, essentially confirming what we all already expected. The study also uncovered something else. There was a significant difference between online only retailers and traditional retailers when it comes to their CX Index. Online only retailers were found to have significantly higher CX scores.

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Topics: customer experience, assortment optimization

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