Blogs
Retailers enhancing customer experience with interactivity
by Casey Dubbs — Marketing Manager, Horizon Display
A look at why adding interactive digital signage could give retailers a seamless customer experience.
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Taking a closer look at AmEx's land of Plenti
by Bryan Pearson — President, LoyaltyOne
Once again, one of the latest trends in U.S. retail is following that of Europe, and even the world. Like shifting hemlines and boot heights, the launch of the…
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The future of customer service is now
by Shep Hyken — CAO, Shepard Presentations
The 'customer service experience' encompasses every interaction, or touchpoint, that a customer has with your company; deliver value, and the customers will…
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The ultimate retail disruptors: Shoppers are the new POS
by Chris Petersen — Owner, IMS
Why do retail stores still have "cash registers"?
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How retailers can win by making things easier
by Pat Bakey — General Manager Consumer Industries, SAP
The world is becoming more complicated, and technology is to blame. Here's a look at how technology can make things simpler again.
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A customer service journey map can lead to instant gratification
by Shep Hyken — CAO, Shepard Presentations
Customer experience expert outlines how a customer journey map can lead to instant gratification and avoid 'instant misery' for customers.
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Hitting the bull's-eye will require more than moms in minivans
by Chris Petersen — Owner, IMS
Can a retailer really target a customer segment and create loyalty in today's omnichannel retail marketplace?
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How to turn angry customers into customer evangelists
by Shep Hyken — CAO, Shepard Presentations
Like most brilliant ideas, the premise is simple, but the results are excellent. It not only resolves the customer's complaint and restores confidence in the…
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Retail of the future: Five insights from SXSW Interactive
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
In the case of retail tech, the biggest question wasn’t around the technology itself, but how to use it.
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Making a 'lovemark': How Coke and Burberry derive devotion digitally
by Bryan Pearson — President, LoyaltyOne
If colas and coats can claim one thing in common it is this: Two of the best-known makers of each are trying to transform the historic into meteoric through…
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Your employees are your brand
by Ron Zamir — President and CEO, Allen Communication
There is a direct tie to loyalty and retention between how companies treat their employees and how they treat their customers.
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The two types of retail leaders
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
What did your employees personally focus on yesterday to accelerate sales growth? Does each employee know what his or her next level of performance is?
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From stock options to oranges: Whole Foods Rewards is a natural for growth
by Bryan Pearson — President, LoyaltyOne
Whole Foods is enjoying the fruits of its marketing labor these days, but its long-term success may rely more on its affinity for workers than affinity with…
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Playing the JCPenney blame game
by Robert Passikoff — Consultant, Brand Keys
No, it's not a new promotion, but the latest excuse for holiday losses.
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Customer service strategy: Deliver value with time
by Shep Hyken — CAO, Shepard Presentations
Your customers want you to know this: "Value my time and you value me." It's part of delivering amazing service.
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Five innovative Barcelona retailers creating muy bueno customer experiences
by Bryan Pearson — President, LoyaltyOne
When most people think of Barcelona, the first features that come to mind are its unusual architecture, rich history and Catalan cuisine. But the area is also…
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Why customer service and branding are the same thing
by Andrew Sharpe — Retail Strategist, BRANDSPANK
If you aren't investing in customer service, you're omitting the most influential piece of your brand's story.
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Teach, coach, and ride
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
The faster employees apply what they learn, and receive additional feedback, the faster they learn the skill and benefit from it.
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Three micro-trends of the retail customer experience
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
There are several ways the retail customer experience is actually becoming smaller, and it seems to be a good thing for sales and customers.
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Five ways to lose a customer
by Shep Hyken — CAO, Shepard Presentations
Customer service doesn't have to be terrible to drive shoppers away. Indifference and lukewarm attitudes are bad enough.
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