Scott Voigt, co-founder and CEO, FullStory, offers up best practices to keep customer support quality high and costs low while delivering a great customer experience.
Mark Ryski, CEO and founder of HeadCount Corp., wonders why conversion rate optimization isn't a retail obsession given the difficult business conditions brick-and-mortar retailers are facing.
A mobile-first community and customer insight platform is not only booting customer engagement and interaction for the home furnishings retailer, but spurring faster and better product and services decision making.
Jim Dicso, CEO of SundaySky, explores how retailers can personalize engagement in an entertaining, valuable and non-creepy way and create superior customer experiences.
Jeff Kagan wants Walmart and Walmart.com to be successful, but he believes the level of success will come from respect for the customer. The big question is this: Are they up to the task?
The luxury retailer is finding Theatro's content delivery management platform is not only delivering an enhanced customer experience, but boosting store associate and in-store communication experiences as well.
Alexander Shporer, project manager at starrdesign, explains why retailers need to create a distinct shopping experience where guests can see, touch and connect with products.
With its own mobile app already in place, and a new YouTube customer engagement platform, Govberg Jewelers is all about winding up a rewarding customer experience and Claudio Terjanian is at the helm of the retail strategy.
1-800-Flowers.com delivers another AI shopping channel to meet gift givers wherever they're shopping
The online florist and gift retailer is tapping artificial intelligence technologies, such as Google Assistant, to ensure it's always in quick reach of customers.
Chip Bell explains how products involved in an impulse buy usually have some "eye catching" feature and are smartly positioned where a roving eye cannot miss. Yet impulse service is not about easy as much as it is about emotional comfort.
Evan Magliocca, brand marketing manager at Baesman Insights & Marketing, explains why the in-store experience must be new, exciting and something nothing ever imagined in which product is secondary, but emotion, enjoyment, and exhilaration are integrated with brand culture and image.
For many analysts, observers and pundits, the Sears story serves as a kind of moral or object lesson to Amazon. But ICXA Managing Director Christopher Hall also see the Sears story as a fascinating reverse-parallel to what seems to be going on in a bigger-picture sense in retail today, with a bit of a twist.
Chris Petersen writes on how Amazon and Alibaba, two great disruptors of traditional bricks and mortar retail, are focused on creating new models that will serve the rising expectations of today's customers.
The golf equipment manufacturer's new club subscription program, created in partnership with payments provider Klarna, not only makes upgrading clubs easier and quicker for golfers, but it’s driving more sales and boosting the customer conversion rate.
Eric Keating, vice president of marketing at Zaius, explains why ecommerce retail marketers should spend more time and resources turning existing customers into repeat buyers while simultaneously growing their overall customer base.
Dana Spinola, founder and CEO of fashion boutique franchise fab’rik, created a unique and innovative in-store customer experience program to spur an enriched customer experience.
John Orr, senior vice president of retail at Ceridian, believes employees are at the core of delivering a good customer experience and achieving profitability success.
Uber and Amazon have bridged the gap between digital and physical experiences in a way that has reset consumer expectations for how they interact with all their favorite brands.
Sprinkles, a high-end bakery operation, expands its delivery partnership as it builds the business.
Monica Rich Kosann's digital customer experience at its New York City storefront at Columbus Circle is proving successful for sales, customers and associates.