Netflix takes service outage, turns it into a customer service opportunity

by James Bickers — Editor, Networld Alliance

Quick response and a proactive attitude turn what could have been a negative into a win for the brand.

The financial discipline of customer experience

For the retail CFO, customer experience needs to shift from a "nice to have" to a "must have."

Secrets of high-concept retailers

Retailers such as American Girl that forge their own path thrive, despite tough times.

KIOSKCOM: Economy a theme, but not an obstacle

Organizers stepped up their promotional efforts in the weeks leading up to the show by offering free full-conference passes and utilizing social media…

Solving the player-to-screen puzzle

How to make the right networking and connectivity choices when planning retail digital signage.

Opinion: Retailers giving lip service to customer service

Noted retail trainer and author discusses how the concept of customer service has been watered down by many retailers.

Satisfying the customer whose credit has been denied

The retail credit scene is tough, but retailers don't have to bear the brunt of rejection.

Is price the only 'P' that matters?

Convenience-based value propositions are losing their appeal as people are repricing their free time.

GS1 DataBar set to improve the grocery checkout experience

by James Bickers — Editor, Networld Alliance

The new barcode standard packs more info into a smaller space, creating opportunities for retailers and saving time for shoppers.

Finding the financial value of the customer

When making customer service decisions, consider the lifetime revenue each customer provides — and their potential for sending referrals.

Live chat drives sales, satisfaction — but only when executed honestly

by James Bickers — Editor, Networld Alliance

Web retailers that offer live text-chat assistance can increase conversion and generate word-of-mouth, but poor or dishonest execution can spell disaster.

Opinion: Loyalty is more than points programs

Building a perfect loyalty program requires a delicate balance between reward and customer effort — and online retailers are leading the way.

Microsoft's Retail Experience Center: It's all about connectedness

by James Bickers — Editor, Networld Alliance

The Redmond giant's retail test lab focuses on connecting all the moving parts of a retail enterprise, right down to the customer level.

New research initiative to measure qualitative effectiveness of in-store marketing

7-Eleven, Ahold, Frito-Lay North America, Pepsi-Cola North America Beverages, Walgreens are among the research participants.

What green can mean for a retailer's image

Properly leveraged, green initiatives can make customers feel better about shopping at certain stores.

Michaels, world's largest arts and crafts retailer, redesigns its in-store experience

Consumer insights key to creating prototype with smart space allocation to maximize brand and ROI.

Loyalty programs and brand loyalty

Branded goods, and stores themselves, need to find new ways to engage and connect with shoppers.

GlobalShop 2009: Optimism and strength

by James Bickers — Editor, Networld Alliance

Despite the economic chill in the air, attendees and exhibitors made last week's tradeshow a success in the eyes of its organizers.

Digital signage lessons from GlobalShop 2009

Best Buy's in-store video producer reflects on what he learned during Digital Signage Day at GlobalShop 2009.

The retail power of suggestion

by James Bickers — Editor, Networld Alliance

A carefully worded farewell can often subliminally impact shoppers into coming back for more.