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The Power of a Moment

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By Theodore Kinni | Stanford Business contributor on Inc. In The Power of Moments, the Heath brothers identify four metatypical defining moments. Elevation moments transcend ordinary experience, like the arrival of an ice-pop on a silver platter. Insight moments rewire our understanding of the world, like George de Mestral pulling burrs from his clothes after a hike …

Personalization, Not Robots, Will Win in Retail

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On Ad Age by Adrianne Pasquarelli “We often tend to see AIs as bots to replace people,” says Eric Gervet, partner in the retail and digital transformation practices of A.T. Kearney, a global strategy and management consulting firm. “It’s also very much about fuelling people with insights so they can do their jobs better.” AI is …

Looking into the Future of In-store Payments

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“[Advanced payments] is our biggest pain point… This is not only the biggest pain point of Farfetch, but of retail,” said Sandrine Deveaux, managing director of store of the future at Farfetch. Nearly 70% of affluent shoppers research products online first and roughly 90% of shopping still happens inside stores. The latter number is expected …

I love waiting in line… said no one ever

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“The lines between the physical and digital shopping worlds are dissolving… Retailers need to cater to shoppers by offering fast, easy and frictionless ways to pay so there are minimal lines and offer personalized recommendations and in-store deals. In other words, experience is key.” – Roelant Prins, Chief Commercial Officer at Adyen In March 2018, 451 …

Retail is dead. Long live retail.

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On Adweek, by: Warwick Heathwood “Physical retail will remain essential to any successful, future-focused strategy because of the uniquely human emotions and actions these experiences inspire.” The exponential growth of online retail is considered a direct threat to the world of physical retail. Even though there is an undeniable link between the two, the future …

Customer Experience That Lasts A Lifetime

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On Leader’s Beacon, by: Paul Everett “As regular customers the hostess knew our name. It didn’t matter how crowded the restaurant or how busy the hostess was, she always greeted us with a smile and a “good evening Mr. Everett, good evening Mr. Everett’s son, it’s great to see you again.” Customer service is often …

Customer Service VS Customer Experience

“Customer experience”  has become a prominent topic of discussion in the world of retail, with some saying that it is the “single most important factor for an organization to achieve business success”. At least that’s what the Disney Institute had to say about it in a recently published article. However, good customer service has always …

FIIT Point of Experience

  You’re familiar with a Point of Sale (POS), the system that allows merchants to process and capture transactions, but what exactly is a Point of Experience (POE)? A POE does everything that a POS does – process payments, manage inventory, track sales etc., but there’s a key differentiator. Rather than focus on the transaction, …