How to turn angry customers into customer evangelists

Like most brilliant ideas, the premise is simple, but the results are excellent. It not only resolves the customer's complaint and restores confidence in the company but also makes the customer feel like part of the team.

Retail of the future: Five insights from SXSW Interactive

In the case of retail tech, the biggest question wasn’t around the technology itself, but how to use it.

Making a 'lovemark': How Coke and Burberry derive devotion digitally

If colas and coats can claim one thing in common it is this: Two of the best-known makers of each are trying to transform the historic into meteoric through the clever use of digital marketing.

Your employees are your brand

There is a direct tie to loyalty and retention between how companies treat their employees and how they treat their customers.

The two types of retail leaders

What did your employees personally focus on yesterday to accelerate sales growth? Does each employee know what his or her next level of performance is?

From stock options to oranges: Whole Foods Rewards is a natural for growth

Whole Foods is enjoying the fruits of its marketing labor these days, but its long-term success may rely more on its affinity for workers than affinity with shoppers.

Playing the JCPenney blame game

No, it's not a new promotion, but the latest excuse for holiday losses.

Customer service strategy: Deliver value with time

Your customers want you to know this: "Value my time and you value me." It's part of delivering amazing service.

Five innovative Barcelona retailers creating muy bueno customer experiences

When most people think of Barcelona, the first features that come to mind are its unusual architecture, rich history and Catalan cuisine. But the area is also home to a burgeoning class of "citi-sumers" who are fueling a vibrant and innovative retail resurgence.

Why customer service and branding are the same thing

If you aren't investing in customer service, you're omitting the most influential piece of your brand's story.

Teach, coach, and ride

The faster employees apply what they learn, and receive additional feedback, the faster they learn the skill and benefit from it.

Three micro-trends of the retail customer experience

There are several ways the retail customer experience is actually becoming smaller, and it seems to be a good thing for sales and customers.

Five ways to lose a customer

Customer service doesn't have to be terrible to drive shoppers away. Indifference and lukewarm attitudes are bad enough.

Is it time to draw a line in the sand for your underperformers?

The first time there is an issue with a retail employee, it needs to be addressed. If it happens again, you have a problem with the employee. If it continues to happen, you're the problem.

Why merchants should adopt a mobile wallet strategy

Michelle Evans, senior consumer finance analyst at Euromonitor International, states her case for why retailers need to have a way to reach consumers anytime and anywhere.

Four ways to take advantage of Target Canada's loss

There are many things a loyalty marketing platform can resolve for a brand, but as Target recently demonstrated with its expensive failure in Canada, it cannot rebuild a weak foundation.

Customer service strategy: To serve and protect

If you strive to "serve and protect" customers by selling them what they truly need, you will earn their trust and confidence. And over time, that translates into customer loyalty.

For retailers, will 2015 be the year of the millennial?

Millennials controlling 70 percent of the spending power in the U.S. creates vast uncertainty among retailers, but with the strongest economy in years, optimism prevails as we begin 2015.

How Apple killed the digital wallet

Rick Oglesby, a senior research analyst for Double Diamond Payments Research, explains how Apple Pay changed the outlook for mobile payments.

Can you charge your customers for loyalty?

Are you so good that your customers are loyal to you even without the incentives of a loyalty program? Good enough that they would be willing to pay to belong to your loyalty program?

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