ATEC America VP offers insight on cash management solutions

Ryan Loebs, vice president, strategic accounts, at ATEC America, shares insight on the company’s LC71R solution.

Presented by ATEC America

Star Micronics answers rising business demand for label printers

John Maieli of Star Micronics demonstrates key features of their newest label printing solutions for retail and hospitality.

Presented by Star Micronics America

Keynote speaker Lou Carbone at RCEES 2013

Lou Carbone, the "father of customer experience," gave the closing keynote address at this year's Retail Customer Experience Executive Summit. In this video…

AT&T talks customer experience at RCEES

Amanda Collins, Customer Experience Manager for AT&T flagship store in Chicago, gave a presentation at this year's Retail Customer Experience Executive Summit…

Can 'digital associates' create a personal experience online?

by Chris Petersen — Owner, IMS

In my last blog, we discussed a major difference between e-commerce and retail stores. Online retail is very effective and efficient IF you know WHAT you want…

Getting Clued In to Experience Management

“What branding was to the Twentieth Century, experience management will be to the Twenty-First.” These are the words of Lou Carbone, the leader in the…

How one three-letter word can create a personal buying experience

by Chris Petersen — Owner, IMS

Much has been written and continues to be written about the battle between online e-commerce and retail stores. If it is only about lowest price, game over.

Walmart's secret sauce: How the largest survives and thrives

by Chris Petersen — Owner, IMS

Amazon and omni-channel are sexy topics that grab a lot of retail press. But at the end of the day, Walmart is the largest retailer on the planet, and the…

This is the most popular customer service question ever

by Micah Solomon — president, four aces inc

“How should I compensate a customer for a service or product failure?”

Amazon gets the press, but Alibaba and Asia are surging in online sales

by Chris Petersen — Owner, IMS

Come and meet Chris at this year's Retail Customer Experience Executive Summit! Registration is now open, and early-bird pricing is in effect.

The five ways retailers can beat showrooming

by Chris Petersen — Owner, IMS

The term "showrooming" is the new buzzword in the dictionary of retail. It refers to the act of consumers literally shopping on their smartphones while in the…

How to apologize to customers without alienating employees

by Micah Solomon — president, four aces inc

In customer service, the key to an effective apology is to convey to the customer at the outset that you’re willing to take his side and share his viewpoint. 

Five fundamentals required for 'ME-tailing' success

by Chris Petersen — Owner, IMS

It's the "Age of the Consumer." That's not news. The lead articles on retail are chocked full of stories about how consumers are now empowered through their…

Retail survival will require both consumer and product centricity

by Chris Petersen — Owner, IMS

The term "consumer-centric" has been bandied about in retail a lot recently. What does it really mean to be a consumer centric retailer? Obviously, it means to…

Customer service will transform your business ... starting today

by Micah Solomon — president, four aces inc

Customer service–exceptional, consistent, customer-centered service–can transform your business more quickly than nearly any other advantage.

Micah Solomon, Dr. Chris Petersen added to Retail Customer Experience Executive Summit agenda

February 6, 2013

The fourth annual Retail Customer Experience Executive Summit will take place August 13-14 at the Hard Rock in San Diego.

Dennis Perkins on leadership lessons from Shackleton

At the 2012 Retail Customer Experience Executive Summit, keynote speaker Dennis Perkins discussed the Shackleton expedition of 1901, and what retail leaders…

Retail Doctor Bob Phibbs talks customer service training

The Retail Doctor Bob Phibbs recaps some highlights from his customer service training session at the 2012 Retail Customer Experience Executive Summit.

Summit: Don't set social media expectations

Sometimes with social media, the best strategy is just to dive right in, said Paul Flanigan at the 2011 Retail Customer Experience Executive Summit. Also: the…

Summit: How to track your employees' customer service

Kristi Behr, head of operations for AT&T retail locations, discusses the chain's process for monitoring the customer experience.