Author Archive | Bob Thompson

Analytics help Western Union deliver loyalty-building service experiences

A few years ago my son was traveling abroad and ran out of money. We scrambled to figure out how to transfer funds and discovered that good old Western Union was the best option. There was a fair amount of stress involved on both ends, but Western Union came through for our family, using a […]

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Shopping Experience: New Normal is Mobile, Omni-Channel, and Mostly… LOW Prices!

I’ve been following the retail analyst reports over the past few weeks. One summed up the holiday shopping season as “ho hum,” due to lack of hot products, bad weather and one fewer weekend during the holiday shopping season. Overall, “bricks” are losing out to “clicks.” A ShopperTrak report found 2.7% YTY revenue increase during […]

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Black Friday proves that (low) price really can be delightful. Will retailer greed kill a good thing?

Most of the discussion around a delightful Customer Experience (CX) has been about company-customer interactions. Like the unusually great customer service you get from Zappos. Of course, some companies are able to dazzle us with their products. Like Apple with the iPhone and iPad. But price? Price is usually denigrated as a strategy for losers […]

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