Kimpton Karma brings big data full-circle

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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.

FEATURES


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."

How data design can take the pain out of purchases

Owning new things is supposed to give us pleasure, but the process of acquiring them can come with pressure.

Five steps for staging a successful pop-up shop

Many pop-up shops are thrown together at the last minute, and often, it shows.

Ten questions every retailer must ask in order to survive

It's not what you know ... it's what you don't know that could be hurting your business.

Why big data is big news for retailers

Unlike ever before, brands can build up a truly accurate picture of their individual customers, as well as overall demographics.

From retail palace to zombie mall: How efficiency killed the department store

About 20 percent of the 2,000 largest U.S. malls were failing in 2008, and by 2012, only 1,513 remained.

Want to connect with customers? Think mobile first. [infographic]

Most Americans now own a smartphone and are using them to shop and eat out.

CONNECT 2014 Mobile Innovation Summit (preview)

The smartphone has revolutionized the way we communicate, search, shop, share, purchase and stay connected. What were only concepts 10 years ago are reality today.

The two sides of customer service training

Understanding what it means to deliver great customer service and being the type of person who can deliver it are two very different things. Anyone can read about strategies or participate in customer service training, but it still takes a...

Speed and quality: Must they be mutually exclusive?

Speed vs quality: Which is more important to your customers? And what impact does each of them have on the customer experience? Without quality, the experience may as well not exist. It doesn't take long for customers to realize you're not delivering on what was promised.

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NEWS


Digital Screenmedia Association hosting omnichannel digital consumer engagement symposium

The Digital Screenmedia Association will host its next DSA Symposium — featuring executives from PepsiCo-Frito Lay, Dave & Buster's, Top Golf and Fleishman-Hillard among its speakers — on September 22 and 23 at the Dallas Arboretum and Botanical Garden.

Webinar to discuss workforce management

On June 12, Retail Customer Experience will present the free webinar, "Case Study: Control Labor Costs with Latest Cloud Technology." In this webinar, Norma Prisock, HR Director at Texas Book Company, will share how her organization has replaced manual and...

USAA, Amazon.com top annual customer service ratings by Temkin Group

Based on a study of 10,000 U.S consumers, USAA's banking business took the top spot in the 2014 Temkin Customer Service Ratings, which rates 233 companies across 19 industries. Amazon.com tied with USAA's insurance business for second place in the...

Samsung installing 'Entertainment Experience areas' in 500 Best Buy stores

Samsung recently announced a new retail initiative at select Best Buy stores, aimed at working with the electronics retailer's goal of providing customers access to new technology, particularly the new UHD TVs. The new Samsung Entertainment Experience areas at Best...

Home Depot announces hurricane preparedness clinics

The Home Depot has announced its second annual Hurricane Preparedness Workshops, a single-day effort to prepare residents in storm prone regions for the upcoming hurricane season. On Saturday, May 31, in preparation for the first day of hurricane season, The...

CXPA announces Customer Experience Innovation award winners

The Customer Experience Professionals Association (CXPA), an international non-profit organization created to guide and enhance the growing professional field of customer experience management, has announced the winners of its 2014 CX Innovation Awards: Akbank T.A.S., Cisco, National Car Rental, the...

IBM unveils portfolio of cloud-based engagement tools

IBM today announced "IBM ExperienceOne," a new integrated portfolio of cloud-based and on premise offerings that it says will help clients quickly deliver deeper, more valuable customer engagements by bringing together marketing, sales and service practices. According to IBM’s recent...

Verizon expands customer experience program

Medallia, a provider of customer experience management (CEM) solutions, announced it has signed an agreement with Verizon Communications to unify customer feedback across Verizon's wireline, wireless and enterprise business units. According to the companies, Medallia enables companies to capture customer...

Cheese maker Castello brings a pop-up store, and an Iron Chef, to NYC

Artisan cheese maker Castello announced it is opening a pop-up store today in New York City's SoHo neighborhood.

NRF says jobs bounce back after slowdown

The National Retail Federation issued the statements below from President and CEO Matthew Shay and Chief Economist Jack Kleinhenz in response to the April jobs report released today. NRF calculated that retail employment increased 28,000 in April from March and 241,000 year-over-year.

Revel Systems unveils iPad-based POS features for the visually impaired

Revel Systems, a provider of iPad POS solutions, has announced a new hardware and software product bundle aimed at providing technology features for the visually impaired. The inherent touchscreen features of iPad POS terminals are without tactile qualities, making them not fully accessible and independently usable by the visually impaired.

Starbucks considers white-labeling its mobile app

Tech companies and national retailers have approached Starbucks about whether the coffee giant would consider licensing or white-labeling its successful mobile application, CEO Howard Schultz revealed yesterday during the company's earnings call. Schultz reiterated the consideration this morning on CNBC....

National Retail Federation honored by Environmental Protection Agency

The National Retail Federation was recognized today on Earth Day by the U.S. Environmental Protection Agency with its 2014 SmartWay Affiliate Challenge award.

Thierry Mugler gets 'Alien' virtual assistant

French luxury fragrance brand Thierry Mugler, part of the Clarins Fragrance Group, has deployed the world's first full-height Tensator Virtual Assistant to promote the launch of its "Alien Extraordinaire" perfume in three flagship stores, according to an announcement from Tensator...

QSR, retail partnerships highlight Q1 for ComQi digital signage

Marketplace momentum from emerging partnerships focused on vertical markets and enterprise opportunities highlight a strong Q1 and continuing 2014 outlook for shopper engagement technology firm ComQi, according to an announcement from the company. The New York-based software and services firm...

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