Are frontline processes ruining your customer experience?

by William Cusick — President, Customerspectives

Without processes, it’s tough to run a business. Things fall through the cracks. So you create processes (or as you’ve probably seen, they create…

NRF 2010 highlights in review

Retail Customer Experience editor James Bickers takes you through selected attendee, exhibitor and speaker highlights from this year's NRF Annual Convention …

Stores within supermarkets gaining popularity

by James Bickers — Editor, Networld Alliance

February 22, 2010

Having a bank branch inside a grocery store is nothing new, and Walmart pushed the store-within-a-store concept to include nail salons and optometrists, but…

Study: Multichannel experience dysfunctional

by James Bickers — Editor, Networld Alliance

February 22, 2010

eGain Communications Corp., a provider of multichannel customer service and knowledge management software, reported in a news release that more than 70 percent…

Retailers can connect with mom shoppers online

by James Bickers — Editor, Networld Alliance

Time-crunched mothers head to the Web to meet their many unique needs – so online retailers need to be ready to serve them.

The customer is wired. Are you?

by Doug Stephens — President, Retail Prophet Consulting

Last week, Target announced that their customers can now upload gift card balances to their mobile device, which can then be scanned and redeemed in-store.

The 4 keys to a successful customer strategy in 2010

by William Cusick — President, Customerspectives

If you’re going to dedicate any time and brain power on a real CRM strategy in this fresh, new year, here are 4 questions you need to ask yourself. The answers…

Barnes & Noble named top bookseller

by James Bickers — Editor, Networld Alliance

February 21, 2010

Barnes & Noble Inc., the world's largest bookseller, led the specialty retail category for customer satisfaction for the third year in a row, according to…

Survey: Retail IT budgets recovering

by James Bickers — Editor, Networld Alliance

February 21, 2010

Aldata Solution, a provider of software solutions for the retail industry, has released findings from its second-annual Global Retail CIO Survey, jointly…

Designing a new experience, and putting fun back into retail

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

If you have ever worked on the front line, you can probably remember—even if it was a long time ago—how much fun it is to delight a customer with an experience…

5 signs your retail store needs a makeover

by Bob Phibbs — CEO, The Retail Doctor

As new stores have opened over the past several years, they have upped the bar, and you may unknowingly be turning off potential customers.

The customer experience checklist

by James Bickers — Editor, Networld Alliance

Forrester Research's customer experience guru shares an 8-step checklist for designing an experience and keeping it on track.

Apple stores take to the seas

by James Bickers — Editor, Networld Alliance

February 18, 2010

Truly, there is no place on earth that couldn't use a genius or two: Celebrity Cruises, which is now an authorized Apple reseller, says it will have the…

59. Barnes & Noble

Customer satisfaction is a priority for Barnes & Noble bookstores, and customers are taking notice. The retail store came out on top in the specialty store…

Apple stores take to the seas

by James Bickers — Editor, Networld Alliance

Truly, there is no place on earth that couldn't use a genius or two: Celebrity Cruises, which is now an authorized Apple reseller, says it will have the…

Brookshire Grocery partners with Spire to leverage shopper card data

February 17, 2010

In an effort to enhance its ability to leverage shopper card data, Brookshire Grocery Co. has partnered with analytic services firm, Spire.

HP announces new tools for in-store photo sales

February 17, 2010

HP today announced the expansion of its retail publishing portfolio with new partners and solutions designed to help retailers profitably grow their in-store…

Six trends for in-store media in 2010

With global spending on technology products and services expected to grow 8.1 percent to more than $1.6 trillion, 2010 is likely to be a major year for…

60. Fear about gift-card balances

With all the anxiety surrounding the uncertain economy, here's something else to worry about: What happens to the money on a gift card if a store claims…

Viewpoints, ForeSee partner for online customer satisfaction measurement

February 16, 2010

ForeSee Results and Viewpoints Network have announced they will be joining forces to provide Viewpoints.com and Viewpoints Technology Platform (VTP) clients…