by lisafernow | Jul 20, 2021 | Customer Experience, Innovation
In September 2020 Amazon introduced Amazon One, a new innovation to make everyday activities effortless. Photo credit: Amazon As I noted in my previous customer experience report on Amazon Go, removing friction from the shopping process is a strategy that has...
by lisafernow | Jul 27, 2018 | Collaboration, Customer Experience, Macro Trends, Product Development
I subscribe to Trend Hunter’s newsletters and it’s always fascinating to read about what innovations they are finding through their community. One of the trends they have been writing about for a while is customization. Customization in this context means enabling...
by lisafernow | Mar 20, 2018 | Customer Experience, General Posts, Innovation
In Seattle in January 2018 Amazon opened their Amazon Go store to the public with the very enticing proposition: No lines. No checkout. Photo credit: Amazon Removing friction from the shopping process is a strategy that has driven much of Amazon’s online...
by lisafernow | Jun 19, 2017 | Customer Experience, General Posts, Innovation, Marketing Strategy
Food for thought in the grocery business Amazon has been in the news a lot lately, and rightly so. It’s fascinating to be sitting in their back yard where I get to see some of these innovations for myself. In early 2017 they announced an experiment with Amazon Go, a...
by lisafernow | May 10, 2017 | Consumer Insights, Customer Experience, General Posts, Innovation
Conventional qualitative and quantitative research provides an excellent foundation for understanding consumer needs, but it’s also important to more viscerally understand what’s going on in consumers’ lives, how your products or services could work to help them live...
by lisafernow | Jul 31, 2016 | Customer Experience, General Posts
If so, your customers are probably frustrated. In 1916, enterprising businessman Clarence Saunders founded the first self-service grocery store in Memphis, Tennessee. Called Piggly Wiggly (for reasons Saunders would never explain), the grocery store featured open...
