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We recently wrote about customer frustrations with online shopping experiences and the related opportunity for businesses to foster delight. In a survey-based study titled “The New Reality: Understanding the Retail Consumer Experience During a Pandemic,” Wharton Marketing Professor Thomas Robertson finds “about a 10% increase in problems from before the pandemic to the middle of May, with some decrease in loyalty. As the percentage of online sales was going up, many retailers weren’t ready for...

The Economic Development Department has a complete network of economic development experts around the state that are uniquely qualified to assist local governments and community organizations as New Mexico works toward a sustainable recovery. Economic Development Cabinet Secretary Alicia J. Keyes said the Community, Business & Rural Development program was created by the Legislature to provide the EDD with an expert assigned to each regional economic planning district. When first created, each regional representative had an office...

A recent study by Wharton’s Jay H. Baker Retailing Center and WisePlum suggests rising consumer frustration with retail as shopping shifts online. The survey-based study, “The New Reality: Understanding the Retail Consumer Experience During a Pandemic,” finds mounting customer impatience and decreased loyalty. In a Knowledge@Wharton interview, the study's co-author, Marketing Professor Thomas Robertson, says these findings are related to underprepared online shopping and loyalty program customer experience and the tech that underpins it. The Challenge We...

This month, Albuquerque is hosting the 2020 ESHIP Summit, a gathering of "entrepreneurial ecosystem builders – leaders connecting communities together to accelerate entrepreneurship – who seek to build more inclusive, sustainable local economies." This systems approach to fostering economic vibrancy connects people, resources, and institutions to foster collaborative growth and innovation. “During the ESHIP Summit, we are featuring a round table of five ecosystem leaders from Albuquerque to tell the story of the development of the...

Can you make money and follow your dreams? Yes! A recent article at Entrepreneur posits a framework for deciding if you might be able to turn your hobby into a business. The piece (very reasonably) revolves around the potential for monetization. "Even if you’re pursuing this mostly because of your passion," writes SEO.co CRO Timothy Carter, "you’ll still need a stream of income to offset your costs and keep the business running." Uncontroversial! Carter suggests the following...

As businesses re-open offices and welcome employees back from working from home, office safety is a huge concern for many business owners and HR leaders. The U.S. Chamber of Commerce suggests these 10 practical and actionable ideas on how offices can adapt to the coronavirus era. Capacity signage Social distancing can be challenging in offices that previously packed in workers. Custom-made capacity signs can help control how many people are in various spaces. Offices may have had...

In today’s business climate, reviews are the differentiator.  Years ago, people commonly asked for references when they were vetting a product or service.  But these days when people are searching for a local business to work with, they are likely to conduct research on their own and read online reviews.  Google reviews can give businesses a big credibility boost without having to spend a dime.  Let’s take a look at some of the key benefits. Increased Credibility...

There can be no way around it, Inc. contributor Brian Hamilton’s April 2020 COVID-19 centered article, “6 Actions to Take in the Next 90 Days to Save Your Business,” isn’t pulling any punches.  Hamilton, Founder of the Brian Hamilton Foundation, believes that the next 90-days could be make or break days for business owners looking to navigate the choppy waters of the COVID-19 pandemic.  His latest Inc. article provides readers with 6 actions they should...