Understanding the lifetime value of a loyal customer

It is a business practice so long-standing it is practically a cliché. Companies fall all over themselves to woo new customers, but once they get them, they have no idea how to make them profitable.

The four different types of specialty retail associates

How your employees can gawk, stalk, talk or rock the retail sales experience.

Walmart's web efforts leave much in store

Walmart created some buzz when it announced plans to personalize its online shopping experience, but the news failed to address the white elephant that is Walmart's cornerstone: those big stores.

Backoff is the new standard by which other malware will be judged

Every now and then, hackers develop a piece of malware that is so insidious, it changes the landscape of computer security. While there are many contenders for this dubious list, CodeRed, Zeus, and now Backoff are certainly worthy of inclusion.

Seven critical questions required for business decision precision

Today's retail stakes are too high for "lies, damned lies, and statistics."

Customer service is simple, but it is not always easy

The difference between good and great is often just a little bit of extra effort by the employees who serve the customer.

Four considerations for providing the best mobile customer experience

Is it harder to deliver a positive customer experience via mobile platforms? Forty percent of e-commerce executives say yes.

Five disruptive retail trends to watch for

Retailers who approach their offerings to act more like a partner than a promoter will likely emerge the victors in the future of retail.

Why brand longevity means avoiding shortcuts

What happens, in a good story, when we skip certain parts or make changes to it? Quite simply, the essence of the story changes.

Seven lessons in upselling, learned from a trip to the mechanic

Customers typically don't question your motivations when you bundle offerings. They do when you try to upsell.

5 Lessons Learned From Recent Retail Data Breaches [infographic]

Here are some hard lessons learned for retailers concerning data breaches.

Kimpton Karma brings big data full-circle

The boutique hotel chain, long known for delivering personalized experiences, has reincarnated its loyalty program, InTouch, to one that better reflects the kinds of relationships it strives for with its guests.

Four tips for leading lasting change that leads to higher sales

Your store staff has been doing things a certain way for a long time, and simply telling them they need to do something different doesn't work.

Five ways tablets can transform retail experience

"Tablets have been touted as "reinventing" and "revolutionizing" retail. Retailers and consumer-facing businesses have been testing the use of tablets to gain operational and marketing advantages, and they like the results. Here are some ways retailers are getting big impact out of small screens."

The power of consistent customer service

A few of the reasons why consistency is important and why focusing on basics is a first step to creating consistent experiences.

How to communicate price increases to your customers

Your customers need to be gently reminded of the value they are receiving from you.

The three main things customers want from mobile payments

How can you get customers to adopt mobile payments? Make them a value-added benefit that improves their retail experience.

L'Oreal app holds a mirror to consumer insights

The beauty giant, whose luxury brands include Lancôme, Giorgio Armani and Kiehl’s, has recently unveiled Makeup Genius, an app that redefines digital engagement as finely as a charcoal liner.

Three common mistakes businesses make with customer experience

There are some common traps in customer experience design that can work in opposition to your goals.

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