The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder Glenn.
How Trader Joe's, Nordstrom and others benefit from offering this extremely generous policy.
What makes a great retail salesperson? Sometimes it's what you'd least expect.
Statistics show that the average adult in the United States spends 364 minutes on the phone every year waiting, and hoping, to talk to someone who can correct their bad experience.
You cannot stop your customers from talking about you on social media. Good or bad, they will tell the world of their experiences. Find a way to use it to your advantage.
Your store may not have created the problem, but it is still yours to solve.
Retail evolution is speeding up, and it waits for no one.
Research points to a strong return on investment for creating positive and memorable customer experiences.
How your employees can gawk, stalk, talk or rock the retail sales experience.
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The difference between good and great is often just a little bit of extra effort by the employees who serve the customer.
Many customers report being frustrated by self-service technology; is human interaction still the key to getting customer service right?
By the end of the year, Deliv says it will offer its same-day delivery service in 30 malls across its eight markets.
Walmart bracing for competition at least as bad as last year's holiday season, when heavy discounting depressed earnings across the retail industry.
Omnichannel personalization specialist predicts sweeping changes for retail in the coming year.
Company's product enables leading retailers and brands to reach consumers with highly relevant content and offers delivered to their smartphones while they shop in participating retail locations nationwide.
AboutLocal lets small retailers listen to and engage with their customers in real time across hundreds of disparate online channels.
A new study from OrderDynamics reveals that retailers are offering the wrong delivery and inventory services across channels.
NoshList has added reservations and scheduling features to its app, to help businesses further manage their daily wait lists. The Reservations feature has been added to the company's iPad, Android and web platforms. It can be used to make reservations...
Experticity, a platform for building and rewarding expertise in sales associates, has been chosen by footwear retailer Lucchese to elevate associates' expertise on the brand's rich history and craftsmanship. According to the companies, Experticity will create a gamified experience on...
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...
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...
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...
CFI Group, a customer satisfaction measurement and analytics firm, announced it has been awarded Patent No. 8,666,515.
The National Retail Federation today announced it will host its second Virtual Career Fair, designed to connect students and young professionals seeking entry-level careers and internships with leading retailers. Recruiters from companies including Macy's, Nordstrom, Walgreens and Neiman Marcus will...
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New research from NewVoiceMedia reveals that U.S. consumers are twice as likely to share a bad customer service experience than those in the U.K., whereas Brits are more inclined to recommend a company following a positive interaction.
Following an inadequate experience, about half (49 percent) of U.S.