To send or not to send that email? Here is the answer.

by Bryan Pearson — President, LoyaltyOne

When it comes to consumer tolerance, there is a very fine line between email acceptance and inbox madness. At what point do your digital communications cross…

What Amazon's move into luxury apparel really means

by Doug Stephens — President, Retail Prophet Consulting

Internet retail behemoth Amazon has turned a dangerous eye toward the luxury apparel market. Long regarded as more of a clearinghouse for commodity items…

Accelerating your company or store's performance

by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC

accelerate - to cause faster or greater activity, development, progress, advancement, etc., in: to accelerate economic growth.

Buyers behave irrationally

by Dale Furtwengler — President, Furtwengler & Associates, P.C.

Ruti Levy, in her Haaretz.com article "Building blocks of high prices," cited the fact that Israelis are paying 3 to 3.5 times what they would online for…

Brazil: Retail lessons from the land of beef

by Chris Petersen — Owner, IMS

While in much of the world economies and retail are still in recovery mode, Brazil is a bull of an economy. Brazil is bold, brazen and the land of where "beef…

Mobile POS in the age of omni-channel

by John Kenney — SVP, Business Development, Stella Nova Technologies

Five years from now, the least likely place a transaction will be completed is at the cash wrap. In the past, customers and retailers have experienced a single…

You had me at hello, but: What neuromarketing and Big Data miss

I'm a geek. I love big data and ferreting out patterns. Nothing fascinates me more than the burgeoning field of neuromarketing.

Can pricing build trust?

by Dale Furtwengler — President, Furtwengler & Associates, P.C.

As business owners, we instinctively know that trust is essential to our success. The day we lose our customers trust is the day we lose their business. Game…

Staying on your customer's friends list

by Bryan Pearson — President, LoyaltyOne

Many of us strive to be No. 1, but when it comes to social circles, the first task is to make it into the 150.

Making the right choice ... for your customer

by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC

Retailers make subconscious choices between making things easier for themselves or delivering the best experience for their customers almost every day. We…

Putting for survival

by Harvey Mackay — Author, Mackay Mitchell

Like a million other people, Major James Nesmeth dreamed of improving his golf game from his usual score in the 90s. Circumstances forced him to quit the game…

The spectacular marketing fail of JC Penney

by Bob Phibbs — CEO, The Retail Doctor

Ron Johnson, Penney's CEO, said last week that "coupons were a drug."

When will I see the results of my customer experience program?

by Colin Shaw — Founder & CEO, Beyond Philosophy

When we start working with a client to improve their customer experience I am often asked, "How long will it be before we see a result?" On the face of it…

Government-controlled pricing

by Dale Furtwengler — President, Furtwengler & Associates, P.C.

A May 7, 2012 article in the Bankgok Post, "The price of ignorance can be high," highlights the folly of government interference in pricing. Why are…

Gen Y and Self-Service: A Love Story

I just finished interviewing retailers about their employee challenges. By far, the largest complaint was about managing Gen Y, and those same complaints were…

Call center coaching: Five tips to ensure your success

by Peggy Carlaw — VP, Impact Learning Systems

Managing staff — in any form — is hard work and requires a well-stocked repertoire of people skills, business acumen, and the ability to juggle multiple…

Can you steal an experience?

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

"Stealing an Experience" is completely different at the consumer and professional levels. At the consumer level, it might mean watching two movies on one…

How customers are driving mobile POS

by John Kenney — SVP, Business Development, Stella Nova Technologies

Retail stores are in a push for customers to drive their shopping experience—from selection to checkout. At the same time, customers are looking for a…

Social media has the power to kill pink slime

by Chris Petersen — Owner, IMS

Bettina Siegel is the poster child for what a blog can do.

Why customers seem scarce - part 3

by Dale Furtwengler — President, Furtwengler & Associates, P.C.

In the previous two segments (1, 2) we learned how industry overcapacity, a dying industry and a perception that our competitors' offerings are superior cause…