Success in retail hinges on a deep understanding of consumers. Anticipating their wants and needs — then offering the right product, in the right place, at the right time, and for the right price — has always been paramount.
To truly understand today’s consumer, however, retailers need to address a new dimension that is challenging retailers in unprecedented ways: data. Not just traditional data – Big Data.
As many of you know, the term “Black Friday” is commonly used to describe the Friday immediately after the U.S. Thanksgiving holiday--the busy shopping day when many retailers begin to turn a profit for the year. Black Friday signals the start of the holiday shopping season, with its accompanying surge in the need for customer support. We can all think of examples of the latter: the frantic web searches to get our childrens’ gifts working properly, the calls to return a sweater that was the wrong size--sound familiar?
The holiday season is the acid-test of customer care in many industries. Businesses that fail the test will lose customers--often in droves--while those who delight their customers can surge ahead of the competition.
So how can businesses succeed--and excel--in providing world-class customer service even during this most challenging of seasons? The answer lies in properly leveraging the 3 Waves of Customer Care: Cost, Relationship, and Experience. You can read about the details in this Read More »
Here is something fun you can do today with your smart phone or tablet. It’s an app that brings the Internet of Things alive from a newspaper or screen.
How to get it:
1. First, go grab a copy of today’s global Wall Street Journal and find the Cisco TOMORROW Starts Here ad, which is in the center of section A. ( From your computer, you can also print or view a copy of the ad.)
Once the exclusive domain of senior executives, mobile devices are now indispensable to most employees for conducting both their business and personal lives. The insatiable demand for smartphones, tablets, and other connected devices is generating staggering amounts of mobile data. In parallel, the use of Wi-Fi for Internet access is exploding as more mobile devices are Wi-Fi enabled, the number of public hotspots expands, and user acceptance grows. Once shunned by corporate IT departments, Wi-Fi increasingly has made its way into most businesses.
Business users are the most valuable customer segment for mobile operators. Changes in mobile behavior and usage, particularly with regard to Wi-Fi, could have a significant impact on service providers’ (SPs) bottom line. However, there is little research on how mobile business users are actually using Wi-Fi, how they want to employ it in the future, and, more specifically, what is driving them to connect their devices to the Internet using Wi-Fi.