What lane are you in?

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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."

FEATURES


Top 10 sales bad habits (and how to break them)

Kevin Cundiff, vice president of warranty retail for Foretgra, lists the Top 10 mistakes retailers make and how to correct them.

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.

BJ's Restaurants exec discusses benefits of chain's mobile app

Tim Hackbardt, VP of Marketing for BJ's Restaurants, talks about the many ways the chain's mobile app improves the customer 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.

Learn why 'Fitting Rooms Matter'

'No buying decision is final until the try-on is complete!' says fitting room expert and Alert Tech CEO Marge Laney, who's on a one-woman mission to improve fitting rooms in retail apparel stores, in this excerpt from her new book, 'Fit Happens: Analog Buying in a Digital World.'

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.

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.

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NEWS


Amazon introduces Amazon Business

Amazon Business is a new marketplace on Amazon.com with features and benefits customized for businesses.

Retailers encouraged by passage of cyber security bills

The Protecting Cyber Networks Act and the National Cybersecurity Protection Advancement Act encourage businesses to share cyber threat information electronically with federal law enforcement agencies.

Montana convenience stores roll out new POS

Town Pump selects new point of sale system to support EMV compliance and enhance customer experience.

KFC franchisee using video intel solution to reward employees, improve customer experience

Instant, actionable video intelligence from Envysion contributes to two percent improvement in bottom line across KFC stores in six months, claims the company.

Returns are key for retaining UK customers, according to new research

More than 83 percent of consumers would stay loyal to a retailer with an easier returns delivery service, but majority expect a free service and more convenience and choice.

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.

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.

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?

Deliv expands same-day delivery service

By the end of the year, Deliv says it will offer its same-day delivery service in 30 malls across its eight markets.

Walmart enters the fray as holiday price war heats up

Walmart bracing for competition at least as bad as last year's holiday season, when heavy discounting depressed earnings across the retail industry.

Digital disruption, emerging technologies to drive retail revenue in 2015

Omnichannel personalization specialist predicts sweeping changes for retail in the coming year.

Swirl intros ad exchange for mobile marketing

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.

Venuelabs launches free social listening tool for small businesses

AboutLocal lets small retailers listen to and engage with their customers in real time across hundreds of disparate online channels.

Retailers falling short of consumers' omnichannel expectations

A new study from OrderDynamics reveals that retailers are offering the wrong delivery and inventory services across channels.

NoshList adds new reservations feature for restaurants, retailers

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...

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Nothing is more memorable than good customer service – except, perhaps for poor customer service. Learn how to motivate and empower your staff to make your customers feel every bit as important as they are.