Traditions build customer loyalty

by Peggy Carlaw — VP, Impact Learning Systems

Over the weekend, I went on a trip to my favorite vacation spot: Family Camp. This is a little spot nestled in the forest of the Sierras right outside…

What can we learn from Scottish farmers?

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

A recent BBC South Scotland News article stated that "Farmers across Scotland are being urged to attend a series of meetings to outline proposals for a new…

Three ways you are frustrating your customers

by Bob Phibbs — CEO, The Retail Doctor

A buddy of mine named Matt heard about a big electronics store that was closing. He wanted to finally get a flat screen TV, but he and his wife were nervous…

Not So Pretty in Pink

by Lisa Biank Fasig — Director, JZMcBride and Associates

Customer experience: Southern hospitality at its finest

by Peggy Carlaw — VP, Impact Learning Systems

I live in the happiest place in America. No, it's not Disneyland, it's San Luis Obispo, California. At times, it feels like I'm in a small southern town where…

Walmart gas discounts: Will they change the fuel incentive landscape?

by Sharon Goldman — Senior Director, COLLOQUY

That value isn’t necessarily derived from lower prices — though, of course, price is a strong loyalty motivator for consumers. As a giant retail leader that…

Making your retail business social in 2012

by Lynn Switanowski — President, Creative Business Consulting Group

People around the world are using social media for many reasons. They are meeting long lost relatives or high school classmates on social media sites…

Stop marketing already!

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

We live in an age George Jetson would consider futuristic (sans the flying cars, of course). We have pushbutton everything. Pushbotton marketing, pushbutton…

Connect with charities to brand and build your business

by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates

Whether it's in your business or your personal life, you can't have too many friends. A great way for all businesses to create friendships is by teaming up…

Pepsi Throwback

by Jim Joseph — President, Lippe Taylor

The cola wars are undoubtedly one of the most fascinating categories to watch in marketing - probably ever since the '80s.

Why Self-Checkout Lanes Are Increasingly Getting Checked-off

by Annamaria Turano — Executive Director, MCAworks

About a decade ago, retailers demanded greater profits – leading to the roll-out of the self-checkout lanes. The introduction of self-checkout lanes was viewed…

Avoiding your Napster Moment

by Doug Stephens — President, Retail Prophet Consulting

In a previous post I talked about how companies are often blind-sided by what I call Napster moments. Napster moments are radical, game-changing innovations…

Stock Up on Customer Engagement

by Lisa Biank Fasig — Director, JZMcBride and Associates

It might not be a miracle, but Macy’s may reach a 34th milestone by Christmas.

How Early is Too Early?

by Annamaria Turano — Executive Director, MCAworks

Retail analysts indicate that back-to-school (“BTS”) sales are getting earlier this year – and probably the earliest ever. The National Retail Federation…

Safeway Borrows a Page from the Travel Industry

by Sharon Goldman — Senior Director, COLLOQUY

We’ve known for a while that Safeway, North America’s second largest grocery chain, has been on the right track when it comes to the Enterprise Loyalty…

You know your brand stinks when the government adds regulations

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

The U.S. Department of Transportation has issued new rules for the airline industry including price disclosures and cash penalties for a variety of airline…

You have got to hit the customer

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

No, not literally! Although while hitting customers would obviously be bad for business, it would give you a chance to build a relationship with Bubba the Bail…

Help the front line right the wrong

by Jeanne Bliss — Founder, CustomerBliss

Alma Rettew bought a holiday gift for a friend, and asked L.L. Bean, whom she bought it from, to get it to her friend on a specific date (the company has a…

No teller of loyalty

by Lisa Biank Fasig — Director, JZMcBride and Associates

Got a surprising piece of news in the mail recently from my bank. Effective July 1, it said, I will no longer be able to earn reward points on purchases made…

Foursquare and American Express

by Jim Joseph — President, Lippe Taylor

I think a new day may just be beginning for location-based social media. Late last week Foursquare announced a new partnership with American Express…