Over the course of the last year I've been a bridesmaid in three separate weddings, all of which required me to buy a dress from David's Bridal. In my opinion, David's Bridal has a ton of problems associated with the customer journey. Some of these include website experience that isn't very user friendly, a lack of documentation on policies for customers, typically unfriendly … [Read more...] about David’s Bridal Return Policy Nightmare
Business Process Improvement
Multiple Social Media Platforms and Process Management By Melissa Newman I work for an in-house marketing department at a local Real Estate company in Bucks County, PA. We have over three hundred agents that we provide traditional and digital marketing solutions for at my branch. We are a small team of five, so our department can become quite busy during peak seasons (mostly … [Read more...] about Multiple Social Media Platforms and Process Management
BOPIS (buy online, pick-up in store) or the click and collect concept, have been around for some time now. A customer will place an order online, then head to the brick-and-mortar store to pick up the merchandise, either at the checkout line or customer service. The process of BOPIS is now changing and evolving, with the use of automated pickup concepts. Zara, a fashion … [Read more...] about Zara’s Robots, Automating the Pickup Process
Last class we were charged with reading Using Customer Journey Maps to Improve Customer Experience by Adam Richardson, and a light bulb went off for me. I say this because within my company, our “customers” may not be our end user. The end users are one customer, certainly, but we can’t forget about the sellers of our product, who, as the Digital Team, we are charged with … [Read more...] about Who’s your customer?
Last night in our breakout session, a group member brought up that she has an upcoming trip to Disney. We all started chiming in with our own associations with Disney. And the more I thought about it, the more I realized that Disney is the king of continual process improvement. If you haven’t been on a Disney vacation in the past few years, then you may not be familiar with … [Read more...] about Unlocking the Magic of Processes with Disney