Can Whole Foods attain greater customer loyalty differentiation?

When Whole Foods launched a customer loyalty program pilot in the greater Philadelphia market in February 2015, Clay Walton-House, Managing Director of Integrated Customer Loyalty, didn’t think it appeared... ...Read more

How to ask your boss for a million bucks

As more and more interactions become completely screen-based—including customer self-service and customer support—your customer’s digital experience is becoming inextricably linked with their overall perception of your business. And you know those... ...Read more

Accelerate your enterprise lead generation funnel

We hear it all the time: marketing and sales organizations are given high year-over-year growth targets with flat or reduced budgets. They are challenged to do more with less:... ...Read more

The Future of Retail

Originally published by Retail Vision and re-printed with permission. PK’s Customer Experience Retail Expert, Martin Mehalchin, was recently interviewed by Retail Vision for our perspective on “The Future of Retail.” Along with... ...Read more

How Close are Retailers to Personalization?

Originally published on Last month I was a guest of personalization vendor Monetate at their customer Summit in Philadelphia. In her CEO keynote, Lucinda Duncalfe introduced a concept she... ...Read more

Monetate Event Recap: A Personalized Customer Experience

With more and more of our clients prioritizing personalization as a top initiative (and asking for our help), it’s clearly become one of the hottest topics in customer experience... ...Read more

10 Steps for ‘Cloning’ Your Top Salespeople: Optimizing Technology

Looking to clone your top salespeople? You’re not crazy. As advanced personalization capabilities and unprecedented customer data sets converge at affordable investment points, this dream becomes increasingly realistic. I’m... ...Read more

Amazon’s Ultimate Personalization Play: The Opportunity and Risk

There’s been a lot of chatter this week around Amazon’s just-announced Fire phone, mostly around the device’s product recognition features and deep ties to Amazon’s eCommerce universe. But while... ...Read more

Personalizing the User Experience: Types and Methods

There’s a lot of talk these days about website personalization. Personalizing is not a new topic of course. Many of us remember the first generation of big (read: expensive)... ...Read more