Is it time to draw a line in the sand for your underperformers?

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

The first time there is an issue with a retail employee, it needs to be addressed. If it happens again, you have a problem with the employee. If it continues…

Why merchants should adopt a mobile wallet strategy

by Michelle Evans — Head of Digital Consumer Research, Euromonitor

Michelle Evans, senior consumer finance analyst at Euromonitor International, states her case for why retailers need to have a way to reach consumers anytime…

Four ways to take advantage of Target Canada's loss

by Bryan Pearson — President, LoyaltyOne

There are many things a loyalty marketing platform can resolve for a brand, but as Target recently demonstrated with its expensive failure in Canada, it cannot…

Customer service strategy: To serve and protect

by Shep Hyken — CAO, Shepard Presentations

If you strive to "serve and protect" customers by selling them what they truly need, you will earn their trust and confidence. And over time, that translates…

How Apple killed the digital wallet

Rick Oglesby, a senior research analyst for Double Diamond Payments Research, explains how Apple Pay changed the outlook for mobile payments.

Can you charge your customers for loyalty?

by Shep Hyken — CAO, Shepard Presentations

Are you so good that your customers are loyal to you even without the incentives of a loyalty program? Good enough that they would be willing to pay to belong…

Why most retail loyalty programs are failing

by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.

In reality, most retail loyalty programs are little more evolved than a basic paper coupon.

Fueling the fire: Motivating your staff over the next week

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

Take a lesson from the 'age of rail' to keep your stores humming through this last week of holiday shopping.

How to ensure stellar customer engagement for 2015

by Jeannie Walters — Chief Customer Experience Investigator, 360Connext

Getting retail employees to engage with customers is tough. Here are four things you can do to help them succeed.

A retail marketing wish list, from wise men to golden rings

by Bryan Pearson — President, LoyaltyOne

Who knows? Someone may be watching.

How to align your loyalty program with your company's charitable works

by Bryan Pearson — President, LoyaltyOne

It took Scrooge three ghosts and a long night to become a charitable man. For many loyalty marketers, it only requires the spirit of competition.

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…