A customer service robot lands a retail job

by Jeannie Walters — Chief Customer Experience Investigator, 360Connext

Lowe's is experimenting with customer service robots. What could possibly go wrong?

#GivingTuesday: Do we need another holiday this season?

by Chris Petersen — Owner, IMS

Another holiday concocted to get us to buy more gifts? On the contrary, this special day is a simple idea that can become one of your most important traditions…

The key piece missing from Apple Pay

by Bryan Pearson — President, LoyaltyOne

Apple Pay diminishes the ability to track shopper behavior. This is among the reasons that some major retailers are not accepting it.

Virtual currencies: bitcoin and beyond [infographic]

An array of virtual currencies are making their presence known.

Don't inadvertently uninspire your employees

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

Building up your store associates is critical, but so too is not tearing them down.

An amazing customer service idea: The $5 lifeboat

by Shep Hyken — CAO, Shepard Presentations

The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder Glenn.

Five retailers using technology to create remarkable shopping experiences

by Jeannie Walters — Chief Customer Experience Investigator, 360Connext

Customers are willing to pay more for a better experience. Here are five retailers using technology to deliver it to them.

'Tis the season for insane pricing strategies

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

In times of heavy discounting, retailers are ignoring the power of convenience.

Gamifying your loyalty program: Five tips for a good hand

by Bryan Pearson — President, LoyaltyOne

Gamification is among the buzziest trends in loyalty marketing these days, and while it can be a compelling tool for early engagement, its effectiveness…

Should your stores have a lifetime return policy?

by Nandini Jammi — Chief Storyteller, Kayako

How Trader Joe's, Nordstrom and others benefit from offering this extremely generous policy.

Bitcoin, other virtual currencies are a global reality

by Mark Ranta — Sr. Product Marketing Manager, ACI

Mark Ranta from ACI Worldwide believes bitcoin and its alternatives are here to stay, but how can they be regulated?

Inside the new Kohl's Yes2You reward program

by Bryan Pearson — President, LoyaltyOne

Yes2You Rewards is a currency-neutral customer loyalty program that rewards at a rate of 5 percent on spending in-store and online. The Wisconsin-based…

Learning from an amazing sales experience

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

What makes a great retail salesperson? Sometimes it's what you'd least expect.

Respect your customer's time by resolving complaints quickly

by Shep Hyken — CAO, Shepard Presentations

Statistics show that the average adult in the United States spends 364 minutes on the phone every year waiting, and hoping, to talk to someone who can correct…

Nine common mistakes that can wreck your retail business

by Bob Phibbs — CEO, The Retail Doctor

You can't always blame your company's hard times on the economy or the competition. Sometimes, it's a lack of focus on the fundamentals.

Don't let 'holiday creep' ruin your retail story

by Andrew Sharpe — Retail Strategist, BRANDSPANK

On the surface, holiday creep may not seem like a problem for retailers, but when you take a closer look, you can see how this phenomenon contributes to the…

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…

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.

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…

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.