Craig Kistler

40 Flips | 9 Magazines | 36 Likes | 1 Following | 5 Followers | @ckistler | Keep up with Craig Kistler on Flipboard, a place to see the stories, photos, and updates that matter to you. Flipboard creates a personalized magazine full of everything, from world news to life’s great moments. Download Flipboard for free and search for “Craig Kistler”

How Company Silos Can Destroy The Customer Experience

As a frequent traveler and hotel loyalty program aficionado, I often find myself staying in the same hotel when I visit a city more than once. That’s how I noticed that one particular hotel had changed the faucets on the bathroom sink.<p>It was a nice faucet — an upgrade for sure. That’s probably why …

Customer Experience

9 clear signs it’s time to quit your job

If you’re like most people, you spend more of your valuable waking hours at work than you do anywhere else. It’s critical that you spend your time at …

Customer Lifecycle Mapping - Getting to Grips with Customers

Customer experience is the key to running a successful business just as user experience is key to developing a successful product. Customer …

How Thinking Like a User Can Fuel Business Growth

Investing in usability testing -- learning to see through users' eyes -- can be a game changer for not only customers, but also for the businesses serving them.<p>While user experience was once considered the realm of programmers and web designers, that's no longer the case. By 2020, the user …

Competing On Experience: How Retailers Can Stem The Amazon Effect

Amazon started as an online bookseller, and in relatively short order has changed the face of retail, not only by shaking up online commerce but by driving other retailers to completely transform how they present the in-person shopping experience. Today, the likes of Target — via shopping cart GPS …

Best IPAs in America

As the craft beer world has grown to support over 4000 unique breweries around the United States, no style has kept up with India Pale Ale. As of …

Why Brands Must Move From Communication With Consumers to Conversation

As marketers, we’re increasingly finding ourselves facing an intriguing conundrum when it comes to creating personalized experiences for our …

Explaining Retail's 'Mid-Life Crisis': How Retailers Are Reforging The Customer Journey To Survive

The retail industry is currently going through a very visible existential crisis. On one end, there are long-time brands closing stores and refitting showrooms to become distribution centers. And on the other? Well, to casual observers it probably looks like the equivalent of a retail version of a …

Three Steps to Providing Stellar Customer Experiences In-Store [Infographic]

With more shoppers than ever turning online, brick-and-mortar locations are under increased pressure to encourage shoppers to purchase in the moment. …

Personalized Customer Experience Increases Revenue And Loyalty

Personalized experiences are a hot topic these days. Certain types of businesses have become very skilled at delivering personalized service. Think about a hotel you’ve stayed at before that welcomes you back and remembers that you liked a certain type of pillow, a specific newspaper and a corner …

Use These 5 Tips To Optimize Your Website's Homepage

Your homepage is some of the most important real estate on your entire website. While it’s true that many of your website visitors probably enter through landing pages or direct links to products or services, a huge number of them still come through the homepage. And, for many, this will be the …

UI Design

Extreme personalization is the new personalization

<i>Editor's note: The following is a guest post from Brian Solis, principal analyst and Futurist at Altimeter, the digital analyst group at Prophet.</i><p><i>Dear</i> …

The future of retail is tiny stores everywhere that sell exactly what you need

Americans hate waiting. That’s why the US has drive-through fast-food chains, drive-through pharmacies, and drive-through ATMs. Why bother moving your legs slightly if not leaving your car is an option?<p>But over the last decade or so, as internet shopping has become increasingly simple, many …

University of California

Consumer Survey Shows Preference for In-Store Shopping, BOPIS

The JDA Software study included a survey of over 1,000 consumers.<p>Retailers may want to rethink their store closure plans, and make close friends with …

7 Uncommon Conversion Rate Optimization Tactics by @alexanderkesler

Getting quality traffic but not converting them into sales? Here are next-level tactics to step up your CRO game.The post 7 Uncommon Conversion Rate …

Marketing

Five questions brands need to answer to be customer first in the digital age

Having a consistent brand voice in the digital age is not easy. Here’s how to think about the challenges and opportunities.<p><b>A strong brand voice</b> is a …

Why Warby Parker Is The Poster Child For The Store Of The Future

The retail landscape is changing…again.<p>It’s well known that many “clicks and bricks” retailers are shifting focus away from the “bricks” and more toward the “clicks.” Some, like Kenneth Cole and Bebe, are eliminating physical stores entirely. Credit Suisse predicts that nearly 8,600 stores will …

eCommerce

Swap instant impact for long-term conversion by utilising the marketing funnel

In the marketing world, we know how difficult it is to manage conversion; we provide so much attention to the quick projects and get distracted by …

Better Form Design: One Thing Per Page (Case Study)

In 2008, I worked on <i>Boots.com</i>. They wanted a single-page checkout with the trendiest of techniques from that era, including accordions, AJAX and …

Retailers Are Obsessing Over The Wrong Things

Last week I wrote an article on the myth of the “retail apocalypse.” Amazon has not made the entire retailing world irrelevant. They have a future.<p>Having said that, you don’t need to be a rocket scientist to understand retailers still have some serious work to do on their stores. Recently, my …

Digitizing customer journeys and processes: Stories from the front lines

These company examples highlight what some leaders are doing to build new customer experiences.<p><b>A compelling customer experience</b> has evolved from a …

Customer Experience

Inside Aldo’s first website redesign in 10 years

By scaling back promotions, integrating digital capabilities and focusing on global expansions, Aldo has been able to stay afloat in a market …

Think You're Too Old to Start a Business? This Is Why You're Wrong

Don't buy into the idea that kids own innovation. Use age to your advantage.<p>Something's been bothering me more and more over the past couple of years. It's the notion that older entrepreneurs don't have the skills and talent to compete with those in their 20s. It's disappointing to me that the …

Retail Is Not Dead But Stores Are Closing. How To Keep Your Store From Dying

On Monday, Ralph Lauren announced they are closing their <i>flagship</i> Polo store in New York City as part of a drive to gain their footing in a rapidly …

eCommerce

Brand executives have totally misunderstood what kind of experience consumers want online

Take a quick glance across the digital landscape and you’ll see brands trying just about everything they can think of to connect with customers digitally. There are dedicated mobile apps, chatbots, virtual-reality experiences, all sorts of connected devices, and more.<p>Brands—and the executives …

Customer Experience

The Power of Experience Mapping

Somewhere in the depths of Netflix, there’s a team whose primary responsibility is to make sure the bits move quickly. As Netflix serves its …

UX Design

Neiman Marcus Sees Experiences, Tech as Way Forward Amid Retail Slowdown

Traditional retail is stuck in the eye of a hurricane as shoppers continue to flee the in-store experience in favor of shop-from-the-couch e-commerce platforms. But, despite a potential sale, luxury chain Neiman Marcus says it is positioned to weather the storm, thanks to large collections of data …

Erase Friction in the Customer Journey with Journey Insights and Analytics

Creating a consistent customer journey that narrows the gaps between digital and real world environments often means identifying friction points, …

How to Optimize Your Customer Journeys in 2017

Many marketers are hopping on board with marketing automation in 2017 because, well, it works. From taking the repetitive tasks out of what used to …