Steve Madden selects Certona for e-commerce

Certona, a provider of real-time omnichannel personalization, has announced that it was selected by Steve Madden, a leading designer and marketer of fashion footwear and accessories for women, men and children, to deliver integrated, hyper-personalized experiences to its customers as...


Unbendable Customer Experience Rule #1

Regardless of how much you spend to support it, your brand is still no better than how your customers experience it.

April Quote

Are the experience you offer customers and the stories they share about you the same?

What's Really Good About HomeGoods

Do you find yourself regularly going to HomeGoods? Just to see what’s there? You’re not alone; the fans of HomeGoods are numerous and extremely enthusiastic in their loyalty. HG fans are drawn almost magically to their local HomeGoods each week...

NRF: Tesco CEO Sir Terry Leahy's 10 lessons for success

A legend of retail shares a wealth of advice with a packed house Tuesday morning.

NRF CEO Mullin: Retailers demonstrating 'courage to lead'

Mullin lauds Macy's, Sears and Apple in BIG Show opening speech in New York City.

The 5 biggest retail customer experience stories of 2009

Faced with a tough economy and shaky consumer confidence, retailers innovated when it came to customer experience this year.

How consumers killed customer service

Demand for low prices has driven down the value of customer service. Here's how retailers can drive it back up.

How mobile is set to impact the 2009 holiday retail season

In what is another challenging holiday season for retailers, mobile marketing and advertising provide a very welcome bright spot.

5 signs your retail store needs a makeover

As new stores have opened over the past several years, they have upped the bar, and you may unknowingly be turning off potential customers.

How discounting is hurting retailers

When retailers lower prices without asking customers to give up something in return, confusion results and sales are negatively impacted.

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Opinion: Michelle Obama is saving retail

BNET blogger Lydia Dishman spells out the many ways the fashion-savvy First Lady is boosting the bottom lines of apparel retailers and brands. She starts with a J.

Report: Loyalty to nationally advertised brands is falling

Loyalty to nationally advertised brands has been falling over the past two years.   Decision Analyst's "Anatomy of the Recession" report, based on a survey of 15,384 U.S.

Study: Christmas shoppers trust social networking for gift inspiration

More than a quarter of consumers highly value their friends' recommendations via social networking sites when shopping for Christmas gifts, according to a survey of 393 U.K. Christmas shoppers conducted by Empathica, a provider of customer experience-management (CEM) solutions. Recommendations...

Study: Promotional bundles devalue products, reduce long-term profit

The best things in life aren't free, especially for companies trying to lure customers by offering sweet deals on two complementary products. Marketers traditionally have relied heavily in their sales promotions on free and reduced offers for bundled products (two...

NRF survey: Most consumers are less than halfway done with holiday shopping

Though the Christmas countdown is in its final stages, it seems shoppers still have plenty of shopping left to do. According to NRF's 2009 Holiday Consumer Intentions and Actions Survey, conducted by BIGresearch, the average person had completed 46.7 percent...

Blog: In praise of pop-up stores

A new blog at the Huffington Post sings the praises of the pop-up store phenomenon. Jeffrey Hutchinson notes the growing number of retailers using the pop-up concept, for everything from product testing to generating publicity and buzz. While they will...

Report: How consumers will choose brands after the recession

Historically, consumers that give up expensive products during a recession go back to buying them once better days return. But according to a new report from McKinsey Quarterly, that is probably not going to be the case this time: New...

How shopping cart abandonment affected Cyber Monday and Black Friday

The abandonment rate has steadily dropped since the end of October — but when you look beneath the monthly average, a strong weekly cycle becomes apparent.

Survey: Word of mouth influences most electronics, apparel purchases

Retailers will spend millions of dollars on advertising this holiday season, but many shoppers won't commit to buying some gifts until hearing from people just like them that their worth it. According to a Retail Advertising and Marketing Association survey...

Report: Consumer definition of value is changing

The shopper experience study underway by The Integer Group and M/A/R/C Research reveals that electronics and department stores continue to see the largest loss of shoppers and have the worst conversion rate, with about half of shoppers leaving without making...

Cyber Monday spending shifts to early mornings, evenings, less shopping at work

Retailers who were expecting strong Cyber Monday sales over shoppers' lunch hour may have been disappointed when those sales were softer than expected, but quickly forgot about the workday crowd when early morning and evening sales beat projections. This year,...

Retailers ramping up Cyber Monday promotions

Holiday shoppers looking for bargains aren't likely to be disappointed when they learn what retailers have planned for Cyber Monday. According to's eHoliday Survey, conducted by BIGresearch, nearly nine in 10 (87.1 percent) retailers will have a special promotion for Cyber Monday, up from 83.7 percent last year and 72.2 percent in 2007.

Report: Gift card spending to drop slightly

While they remain the most requested holiday item, shoppers are expected to pull back on buying gift cards again this year. According to NRF's 2009 Holiday Consumer Intentions and Actions Survey, conducted by BIGresearch, holiday shoppers plan to spend slightly...

Report: Retailers benefiting from near-real-time BI

RSR's newest research study, "Using Business Intelligence to Help Control Outcomes in an Uncontrollable World," published in partnership with the National Retail Federation and sponsored by SAP, finds the majority of retailers focused on reacting quickly to constant changes in...

Forecast: Smaller inventories, more price cutting for the 2009 holidays

The line between outlet stores and mainstream retail is blurring this holiday season as even upscale and luxury chains ratchet back their inventories and slash prices. The success or failure of these value-focused strategies will determine whether some operators manage...

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