Is your promotional process a positive customer experience?

A robust promotional strategy has become an integral element of nearly every organization’s marketing mix. However, promotions without the right structure could turn a positive into a negative.

Will Facebook and Twitter accelerate retail m-commerce?

The power of social media could shape retail digital transformation, according to Alex Hum in his latest blog post.

Consistency and avoiding Whac-A-Mole

An important attribute of a leader is consistency. Without it, employees are left to wonder what is and isn't acceptable. This also takes focus and energy away from the customer.

3 myths keeping customers away from online shopping

Dan Leberman, vice president North American online small and medium business unit for PayPal, debunks the myths that inhibit e-commerce.

What lane are you in?

There are some retailers that focus on customer service. Blogger Cindy Pass takes a look at why these companies are worthy of recognition, and why a "confused customer won't buy."

Retailers enhancing customer experience with interactivity

A look at why adding interactive digital signage could give retailers a seamless customer experience.

Taking a closer look at AmEx's land of Plenti

Once again, one of the latest trends in U.S. retail is following that of Europe, and even the world. Like shifting hemlines and boot heights, the launch of the Plenti coalition loyalty program by American Express comes after the same movement has been embraced, particularly among retailers, globally.

The future of customer service is now

The 'customer service experience' encompasses every interaction, or touchpoint, that a customer has with your company; deliver value, and the customers will embrace your new technology and better customer service experience.

The ultimate retail disruptors: Shoppers are the new POS

Why do retail stores still have "cash registers"?

How retailers can win by making things easier

The world is becoming more complicated, and technology is to blame. Here's a look at how technology can make things simpler again.

A customer service journey map can lead to instant gratification

Customer experience expert outlines how a customer journey map can lead to instant gratification and avoid 'instant misery' for customers.

Hitting the bull's-eye will require more than moms in minivans

Can a retailer really target a customer segment and create loyalty in today's omnichannel retail marketplace?

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.

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