Capgemini report finds modern loyalty programs insufficient and ineffective

A report by Capgemini Group, consulting and technology company, has found that most loyalty programs do not meet the needs of customers nor do they actively engage consumers.

FEATURES


San Francisco Soup Company executive discusses the restaurant's use of BLE beacons

Clayton Chan, COO for San Francisco Soup Company, discusses the restaurant chain's use of BLE beacons.

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.

Starbucks suspends 'Race Together' campaign amid criticism

Hoping to encourage a dialogue around race-related issues, the Seattle-based coffee giant devised the now partially dismantled "Race Together" campaign where baristas write the slogan on Starbucks coffee cups, and engage select customers in a conversation on race.

Introducing the 2015 Retail Customer Experience Top 100

Our readers have ranked the top retailers in four categories, with one clear winner coming out on top.

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.

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.

Five things to look for next week at NRF

The BIG Show is bigger than ever, so where do you begin? Start with our checklist of five things to look for at retail's biggest gathering.

#GivingTuesday: Do we need another holiday this season?

Another holiday concocted to get us to buy more gifts? On the contrary, this special day is a simple idea that can become one of your most important traditions of the holiday season.

Webinar spells out five big mistakes retailers are making with mobile this year

As the holiday shopping season really gets underway, retailers need to make their online shopping experiences as frictionless as possible. This presentation explores some ways they can.

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NEWS


PetSmart and Amazon.com earn top customer experience ratings

PetSmart and Amazon.com deliver the best customer experience in the retail industry, according to the 2015 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

Vitamin Shoppe announces Watts as new CEO

Vitamin Shoppe reported today that Colin Watts will be joining the company as its new chief executive officer effective April 6, 2015. Watts will also become a member of the Board of Directors.

Target shares roadmap to transform business

At a meeting today for the investor community, Target Corporation Chairman and CEO Brian Cornell and members of his leadership team presented the vision and strategies that will transform the retailer's business.

New ICXA to promote tech-driven customer experience across all consumer channels

The newly launched Interactive Customer Experience Association will host its first annual ICX Summit in Chicago on June 29-30, 2015.

Consumer expectations of retailers growing fast, says new engagement index

J. Crew, Nike, Marshall’s and TJ Maxx, Walmart, Home Depot, Whole Foods, Amazon.com, Costco, and Dick’s all captured engagement leadership positions in a challenging retail environment where consumer expectations have increased nearly 23 percent over 2014, according to the Brand Keys 2015 Customer Loyalty Engagement Index.

Belly opts for Moki to drive consumer-facing tablets

Cloud-based software provider Moki has announced that Belly, which it says is the country's largest customer loyalty network and marketing solution, has selected Moki's Total Control to manage, secure and analyze 11,500 customer-facing digital signage kiosk tablets that power Belly's loyalty program in more than 10,000 businesses worldwide.

Survey says: Nordstrom is consumers' favorite fashion retailer

The study also revealed that Foot Locker is consumers' favorite shoe retailer, followed by Skechers, Nike, DSW and Famous Footwear.

C-store chain Thorntons targeting 1M loyalty members by end of Q1

Chain's Paytronix-powered Refreshing Rewards program should hit 1 million registered customers in first seven months.

Home Depot chairman to receive NRF Gold Medal Award

Additionally, France's Galeries Lafayette will be named International Retailer of the Year with Executive Chairman Philippe Houzé accepting the award on behalf of the company.

Japanese department store buys into digital signage

Japanese department store chain PARCO last month opened its new store in Fukuoka, Japan, deploying digital signage throughout the store as part of its ICT strategy.

Research suggests online retailers lose sales through irrelevant promotions, poor follow-up

Survey underscores retail's disconnects: Three quarters of online retailers promote irrelevant products, while others fail to build customer relationships that drive repeat purchases.

Survey says: 9 out of 10 have been frustrated by self-service tech

Many customers report being frustrated by self-service technology; is human interaction still the key to getting customer service right?

Neiman Marcus launches one-click visual shopping experience

Neiman Marcus app users can now snap an image of fashion items and instantly be provided with all close matching products currently available.

Retail Orphan Initiative rallies retail industry for ebola relief in Liberia

#RetailFightsEbola campaign works to deliver critically needed supplies for distribution through NGO partners in Liberia that have helped reduce new cases by up to 90 percent in some hotspot areas.

Online shopping site Gilt adds Alipay ePass support

The partnership is meant to provide Chinese Gilt members a better shopping experience, enabling them to pay through their existing Alipay accounts directly on the Gilt website.

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It is no longer enough to merely sell products and services - today, successful businesses engage their customers on both intellectual and emotional levels. Learn how digital signage can accomplish both goals, while invigorating the bottom line.