Customer Experience, Customer Engagement and CRM – Think Big, Act Small

by Thomas Wieberneit | Jan 15, 2016 | Blog

This is the second post in my mini series about continuously improving the customer experience and customer engagement in the triangle of Customer Experience Management (CEX), Customer Engagement Management (CEM), and Customer Relationship Management (CRM). Well,...

Top 5 Tips for Retailers to connect with Customers

by tz4rgp | Mar 3, 2014 | Blog

A few days ago I was asked for my top 5 tips for retailers on how to connect with their customers, limited to 100 words. For a topic that one could write a novel on … Well, here is my answer: –       Help customers solving their problem. This distinguishes and...

Social Shopping = Groupon? Nope – this is only the beginning

by tz4rgp | Dec 3, 2012 | Blog

Some time ago my wife Nicole posted a small series of blogs about the topic of Loyalty on ciber.com. In these readable blogs she identified and summarised three main strategies of acquiring loyal customers, which are Every day low price Classic loyalty programs that...

Social Shopping – A Retail Future

by tz4rgp | Dec 3, 2012 | Blog

A while ago I blogged about threats and solutions in the retail industry that have their origin in rise of social media; with this post I would like to continue on this topic, focusing on possible solutions for retail companies. This blog also ties in to a recent...

Social CRM for Retail – Threats and Solutions

by tz4rgp | Dec 3, 2012 | Blog

Brick-and-mortar retail businesses face a combination of ever-increasing customer expectations, customers being “educated” to expect and receive promotions, and of course an ever increasing competition in the market place for their customers’ share of mind and share...