Nordstrom Integrates Social Media on New Web Site

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Nordstrom's new website is killer. It blends the best of efficiency and design in one site that's easy to use, feels great, and keeps the customer focused on…

Choo-Choo! Shoppers May be Trading Up

by Lisa Biank Fasig — Director, JZMcBride and Associates

Chin-up, glossy-floored department stores. U.S. retailers may be experiencing a reversal of fortune, if a couple of recent earnings reports are an indication.

We get a kick out of mobile loyalty

by Sharon Goldman — Senior Director, COLLOQUY

It’s gotten big buzz thanks to a new partnership with Best Buy, and the New York Times has already shown an appetite for this app, but here at COLLOQUY we…

Best Buy Geek Squad

by Jim Joseph — President, Lippe Taylor

If customer service is part of your brand proposition, then I've got a little "best in class" to share with you, IMHO.

Greatness: Accelerating the Recovery, Part III

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

Retail Summit Review

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Reflections and Takeaways

Unbendable Customer Experience Rule #2

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Unbendable Customer Experience Rule #2 Make sure that what you do best−is what your customers want most.

How iPads are Going to Change the Face of Retail

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Tablet computing and inexpensive apps, similar to the Apple iPad platform, bring a host of new opportunities to interact with customers. Here are a few 

Unbendable Customer Experience Rule #1

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

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

Greatness: Accelerating the Recovery, Part II

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

RCEES retrospective: Why are we settling?

by Bob Phibbs — CEO, The Retail Doctor

Customer service is such a broad term and so very, very beige. Or grey. Too many businesses talk about customer service but don’t know how to measure, train…

Speedway doesn’t slow down . . . its rewards options, that is

by Sharon Goldman — Senior Director, COLLOQUY

Act fast, high-frequency competitors. Speedway SuperAmerica’s new Speedy Rewards Pay Card is now turning its members’ loyalty cards into debit cards, offering…

Rebuttal to Mary Hunt in Woman's Day Magazine: Retailers Don't Trick Customers

by Bob Phibbs — CEO, The Retail Doctor

Mary Hunt takes aim at retailers by telling Amiable personalities they are all wrong and should become like her, an Analytical. I hate this type of X-files…

Greatness: Accelerating the Recovery, Part I

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

Terrain

by Jim Joseph — President, Lippe Taylor

If the Culture Fits

by Sharon Goldman — Senior Director, COLLOQUY

In the humorous commercials from California’s Milk Advisory Board, viewers are told that "great cheese comes from happy cows." Whether or not cheerful bovines…

Competition, What Competition?

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

A tale of two Apple fans

by James Bickers — Editor, Networld Alliance

I've so far resisted the urge to add to the number of electrons spilled over the whole iPhone 4 debacle, but a couple of very different reactions to the…

Card Sharps: How Hallmark reinvented its loyalty value proposition

by Sharon Goldman — Senior Director, COLLOQUY

Hallmark is an American classic, a nearly 100-year-old, third-generation family-owned company with deep roots in Kansas City, Missouri. But even long-standing…

Wasting Time with Walmart

by Annamaria Turano — Executive Director, MCAworks

I have to run an errand to Wal-mart today and I’m dreading it.