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

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

FEATURES


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.

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.

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.

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.

Why customer service and branding are the same thing

If you aren't investing in customer service, you're omitting the most influential piece of your brand's story.

Teach, coach, and ride

The faster employees apply what they learn, and receive additional feedback, the faster they learn the skill and benefit from it.

Three micro-trends of the retail customer experience

There are several ways the retail customer experience is actually becoming smaller, and it seems to be a good thing for sales and customers.

Five ways to lose a customer

Customer service doesn't have to be terrible to drive shoppers away. Indifference and lukewarm attitudes are bad enough.

Is it time to draw a line in the sand for your underperformers?

The first time there is an issue with a retail employee, it needs to be addressed. If it happens again, you have a problem with the employee. If it continues to happen, you're the problem.

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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.

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...

Lucchese using gamification for employee training

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...

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...

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...

CFI Group receives statistical modeling patent for customer satisfaction research

CFI Group, a customer satisfaction measurement and analytics firm, announced it has been awarded Patent No. 8,666,515.

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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.