Features
NRF CEO Mullin: Retailers demonstrating 'courage to lead'
Mullin lauds Macy's, Sears and Apple in BIG Show opening speech in New York City.
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77. Electronic shelf labels
One of shoppers' biggest peeves is when the shelf display doesn't match what they're charged at the cash register. Their dissatisfaction at being overcharged…
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Ed Hardy uses YCD video, interactive mobile technologies in Australia, U.K. stores
The lifestyle brand used digital signage as part of an integrated shopper marketing strategy used to boost customer experience.
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78. Forever 21
If you go where teens gather, you're sure to see at least a few of Forever 21's famous yellow shopping bags. The chain, known for its low-price, teen-friendly…
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Four ways to get online shoppers to contribute reviews
Most retail Web sites allow users to write product reviews, but building a vibrant community takes more than just the tools. A recent success story from Sears…
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79. Luxury retail
First, it was the aspirational shoppers who pulled back from luxury retailers like Saks and Neiman Marcus. Now, the truly affluent have decided to stay home…
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Customer satisfaction with online retail rebounds
Customers of the largest online retailers are more satisfied than ever, according to a new report on holiday shoppers.
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81. Credit card data breaches
As if retailers didn't have enough to worry about, credit card data breaches are reaching crisis level, if only in the minds of consumers. Between Heartland…
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7 keys to customer experience in 2010
True dedication to the voice of the customer will be pivotal for retailers looking to improve their customer experience in the coming year.
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82. Retailers and credit-card backlash
When gas prices nationwide topped the $4-per-gallon mark in summer 2008, c-stores and gas stations tried to protect their already-lean margins by offering…
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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.
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83. Hot Topic
For teens who have a darker aesthetic sense than the average Abercrombie & Fitch customer, Hot Topic comes to the rescue with a dose of mall-based…
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Will digital-download kiosks save Blockbuster?
The home video brand has had a disappointing year, but a partnership with NCR may help keep it alive.
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84. NFC, contactless payments
The security of financial data is a huge issue, but so is customer convenience. As retailers struggle to balance these two possibly competing interests, two…
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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.
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85. Ann Taylor
One thing Ann Taylor has long been known for is its offerings of sophisticated business attire for women. So, it stands to reason that as the job market…
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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.
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Barney's stands out with hybrid store/art gallery experience
The venerable New York institution is planning to open a Brooklyn location, its first new store in five years. The retailer currently ranks No. 1 among…
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87. NRF Customer Experience Concept Store
They don't call it the Big Show for nothing. This year's installment of retail's most important annual conference featured the Retail Customer Experience…
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