The difference between good and great is often just a little bit of extra effort by the employees who serve the customer.
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.
A few of the reasons why consistency is important and why focusing on basics is a first step to creating consistent experiences.
Your customers need to be gently reminded of the value they are receiving from you.
There are some common traps in customer experience design that can work in opposition to your goals.
The key is to create a culture in which employees truly care, says one of the world's most respected authorities on leadership.
Every performance development plan needs to contain both a diagnostic and prescriptive element.
How retail associates handle and present products to customers adds to, or reduces, the perceived value.
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Good brand experiences are what keep customers coming back for more, but bad experiences can take a lifetime to erase.
The most significant shifts for retailers in the 2014 holiday season can be found in omnichannel, which is changing the landscape for companies and impacting their holiday staffing strategies.
46 percent of shoppers who have unsatisfactory retail experiences do not let the retailer know and almost a quarter of these opt to shop at a competitor when they are unsatisfied with the cleanliness of the store, store associates, or the checkout process.
For the past month, Target has had something of a PR nightmare on its hands in Texas, where the group Open Carry Texas has been meeting up and strolling the parking lots and aisles with rifles draped over their shoulders. It is legal in Texas to openly carry rifles in public, but not handguns.
In the webinar, Norma Prisock, HR director at Texas Book Company, discusses her company's transition from paper-based timecards and payroll forms to an all-electronic system.
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...
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...
The National Retail Federation issued the statements below from President and CEO Matthew Shay and Chief Economist Jack Kleinhenz in response to the April jobs report released today. NRF calculated that retail employment increased 28,000 in April from March and 241,000 year-over-year.
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.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.
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.
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BBC reporter Adam Littler recently went undercover as a warehouse "picker" at online retailer Amazon. He brought with him a hidden camera, and set about documenting the often grueling job, which can involve walking upwards of 11 miles in a...