Blogs
A customer service lesson from Hy-Vee's social media team
by Shep Hyken — CAO, Shepard Presentations
You cannot stop your customers from talking about you on social media. Good or bad, they will tell the world of their experiences. Find a way to use it to your…
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PCI 3.0 is a wake-up call for SAQ C merchants
by Brad Cyprus — Chief of Security and Compliance, Vendor Safe Technologies
Merchants should be prepared to increase their security measures if they are going to comply with the PCI 3.0 standard.
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Macy's omnichannel strategy: Moving engagement as well as sweaters
by Bryan Pearson — President, LoyaltyOne
Do bricks and mortar cost more than bytes and channels? For Macy's, the question may not matter as much as whether the two investments, combined, sell more…
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Why you should solve customer problems, even when they're not your fault
by Shep Hyken — CAO, Shepard Presentations
Your store may not have created the problem, but it is still yours to solve.
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Seven disruptive trends that will kill the 'dinosaurs of retail'
by Chris Petersen — Owner, IMS
Retail evolution is speeding up, and it waits for no one.
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The real secrets to creating a memorable customer experience
by Kristen Gramigna — Chief Marketing Officer, BluePay
Research points to a strong return on investment for creating positive and memorable customer experiences.
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Why it's time to retire the concept of generations
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
For marketers, labeling a target market as "millennials" or "boomers" makes as much sense as grouping all the Capricorns together and targeting them.
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Understanding the lifetime value of a loyal customer
by Bryan Pearson — President, LoyaltyOne
It is a business practice so long-standing it is practically a cliché. Companies fall all over themselves to woo new customers, but once they get them, they…
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The four different types of specialty retail associates
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
How your employees can gawk, stalk, talk or rock the retail sales experience.
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Walmart's web efforts leave much in store
by Bryan Pearson — President, LoyaltyOne
Walmart created some buzz when it announced plans to personalize its online shopping experience, but the news failed to address the white elephant that is…
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Backoff is the new standard by which other malware will be judged
by Brad Cyprus — Chief of Security and Compliance, Vendor Safe Technologies
Every now and then, hackers develop a piece of malware that is so insidious, it changes the landscape of computer security. While there are many contenders for…
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Seven critical questions required for business decision precision
by Chris Petersen — Owner, IMS
Today's retail stakes are too high for "lies, damned lies, and statistics."
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Customer service is simple, but it is not always easy
by Shep Hyken — CAO, Shepard Presentations
The difference between good and great is often just a little bit of extra effort by the employees who serve the customer.
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Four considerations for providing the best mobile customer experience
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
Is it harder to deliver a positive customer experience via mobile platforms? Forty percent of e-commerce executives say yes.
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Five disruptive retail trends to watch for
by Kristen Gramigna — Chief Marketing Officer, BluePay
Retailers who approach their offerings to act more like a partner than a promoter will likely emerge the victors in the future of retail.
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Maslow's hierarchy of needs and the psychology of loyalty programs
by Bryan Pearson — President, LoyaltyOne
Psychology 101 meets loyalty marketing.
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Why brand longevity means avoiding shortcuts
by Andrew Sharpe — Retail Strategist, BRANDSPANK
What happens, in a good story, when we skip certain parts or make changes to it? Quite simply, the essence of the story changes.
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Seven lessons in upselling, learned from a trip to the mechanic
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Customers typically don't question your motivations when you bundle offerings. They do when you try to upsell.
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5 Lessons Learned From Recent Retail Data Breaches [infographic]
by James Bickers — Editor, Networld Alliance
Here are some hard lessons learned for retailers concerning data breaches.
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Kimpton Karma brings big data full-circle
by Bryan Pearson — President, LoyaltyOne
The boutique hotel chain, long known for delivering personalized experiences, has reincarnated its loyalty program, InTouch, to one that better reflects the…
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