The difference between good and great is often just a little bit of extra effort by the employees who serve the customer.
Psychology 101 meets loyalty marketing.
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.
Your store staff has been doing things a certain way for a long time, and simply telling them they need to do something different doesn't work.
"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."
A few of the reasons why consistency is important and why focusing on basics is a first step to creating consistent experiences.
There are some common traps in customer experience design that can work in opposition to your goals.
Effective retail strategy is about where and how a retailer can engage consumers at experience touch points in the journey.
The key is to create a culture in which employees truly care, says one of the world's most respected authorities on leadership.
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Every performance development plan needs to contain both a diagnostic and prescriptive element.
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...
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.
New research from NewVoiceMedia reveals that U.K. consumers are less tolerant to poor customer service than those in the U.S..
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...
On Thursday, Feb. 20 at 2 p.m.
Bruce Temkin, widely recognized as a customer experience visionary, has released his annual listing of customer experience trends to watch. Headlining the list for 2014 is Temkin's call to name 2014 "The Year of Empathy." "As companies increasingly focus on...
A number of large retailers that promised to deliver goods before Dec. 25, including Amazon, Walmart and Kohl's, missed some of their deadlines, and the finger of blame seems to be pointed at shippers like United Parcel Service and FedEx,...
Deliv, a same-day delivery company, today announced alliances with three of America's largest mall operators, Simon Property Group, Macerich and Westfield, to provide the convenience of same-day service to shoppers in malls across the U.S. starting this holiday season.
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On Monday, a number of large retailers met with the Rev. Al Sharpton, and agreed to publish and abide by a Customer Bill of Rights.