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Dr. Stephen Needel

Managing Partner
Advanced Simulations

I think the goal is to enhance the customer experience and the bonus is that it is cheaper. That said, Al, I've had both good and bad experiences with chat (Samsung chat refused to believe there was a difference in connectors for digital optical and digital coax). But Comcast...

I like the fact-based approach engendered in a lot of these suggestions. A few simple charts that show that you've tested the product and can tell the retailer what they can expect when they take it on, while not guaranteeing acceptance, certainly makes their evaluation easier. We are often...

The idea that this is a good thing is "spin" at its worst. Yeah, some people might say, "It will be faster next time" but others, my guess is more of them, will say, "Target screwed me last time, screw them this time."

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I'd like to see a combination, but I'm guessing it's destined for online. Ah, for the good old days.

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OK, I am so creeped out. People might actually respond better to a more robot-looking robot than a human looking one. Or they may develop an overwhelming desire to go to Disneyworld.

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I think it's not either/or, it's both or more. They should be tapping the spending potential of older shoppers, but starting to build loyalty with the younger crowd. Kohl's might be a good example of straddling this fence.

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Joel might be stretching the analogy here and using fast and slow thinking to describe agile marketing in a way I don't agree with (sorry Joel). Marketing should never move away from slower, deliberate thinking about what the data means for their business. That said, they may have to...

First, I'm not sure that "shoppers desire to align with services or niche products", although we don't shop at stores that turn us off either. No, wait, Walmart is the largest retailer in the world and gets consistently lower marks for customer satisfaction (see this month's Consumer Reports, for...

It may not be fraud in the legal sense, but it's certainly fraud in the moral sense. Good for Amazon. I believe Expedia is trying to do something similar in the hotel ratings business, trying to verify the reviewer was actually at the hotel.

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I'm seeing a lawsuit in their future. :)

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