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.

FEATURES


Learning from an amazing sales experience

What makes a great retail salesperson? Sometimes it's what you'd least expect.

Respect your customer's time by resolving complaints quickly

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.

A customer service lesson from Hy-Vee's social media team

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.

Why you should solve customer problems, even when they're not your fault

Your store may not have created the problem, but it is still yours to solve.

Seven disruptive trends that will kill the 'dinosaurs of retail'

Retail evolution is speeding up, and it waits for no one.

The real secrets to creating a memorable customer experience

Research points to a strong return on investment for creating positive and memorable customer experiences.

The four different types of specialty retail associates

How your employees can gawk, stalk, talk or rock the retail sales experience.

Customer service is simple, but it is not always easy

The difference between good and great is often just a little bit of extra effort by the employees who serve the customer.

Maslow's hierarchy of needs and the psychology of loyalty programs

Psychology 101 meets loyalty marketing.

Kimpton Karma brings big data full-circle

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.

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NEWS


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.

NRF to host second virtual career fair

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...

US consumers twice as likely to share a bad service experience than UK counterparts

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.

UK consumers less tolerant to poor service than US counterparts

New research from NewVoiceMedia reveals that U.K. consumers are less tolerant to poor customer service than those in the U.S..

Lowe's to hire 25K seasonal employees

Lowe's announced today it plans to hire approximately 25,000 seasonal employees at its stores in the United States during spring, the busiest time of year in the home improvement industry. Seasonal jobs available are focused on customer support and will...

Webinar to explore hiring, employee theft

On Thursday, Feb. 20 at 2 p.m.

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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.