Chip R. Bell offers up insight on how to deal with crisis situations that demand an escalated level of recovery response. Retailers that believe they can "wing it" through crisis situations usually end up getting severely wounded in the marketplace.
Scott Voigt, co-founder/CEO, FullStory, explains why excellent customer experience can largely be distilled in two words: speed and convenience.
Retail Customer Experience readers love getting insight from those in the trenches, and this year's top five articles illustrate that hunger.
Roger Niederer, head of merchant services, SIX Payment Services, explains why providing a seamless payment experience, that can follow the customer along their journey across the plethora of touch points, is essential for a merchant to succeed in the marketplace.
The all-natural grocer is working with partner Retail Design Collaborative in designing its fourth location. The partners offer up what’s critical in retail design and why store design is so critical in delivering a robust customer experience.
Jeff Kagan talks the golden rule in retail success: personal service. Yet, most companies don't train workers to treat the customers well.
Chemi Katz, co-founder and CEO, Namogoo, explains why retailers need to be aware of journey hijacking and how to work to regain control of the customer journey.
The electronics retailer is prepping enhanced text communication by tapping the emerging communication protocol, Rich Communications Services, to provide deeper information to consumers and enhance the customer connection.
Jeff Scott, CEO of Infinite Peripherals, explains how a mobile point of sale can improve both the in-store shopper's experience, as well as the retailer's bottom line.
Nishan Sothilingam, director of product at ResellerRatings, explains how retailers can win despite it being a buyers' world. The key is to be willing to listen.
The furniture and décor retailer is making online shopping easier and more satisfying for consumers wanting to know how a product will look at home before they take the purchase plunge.
Omar Akilah, vice president of products at GrandCanals, explains how each step of the brick and mortar customer journey has a corresponding digital equivalent. And each of these represents a chance to either disgust or delight customers.
Digital Signage Today Editor Bradley Cooper encounters a Walmart shelf-edge display that failed to get its message across. Instead of a heartwarming holiday video, it delivered a buffering, stuttering mess.
Roger Niederer, head merchant services, SIX Payment Services, offers up insight on how technology is not only changing consumer behavior and needs, but also the choice of payment options that retailers can and must offer customers online and in-store.
The Nanorep chat technology is proving a win-win for Chegg, a student-first learning platform, when it comes to delivering on customer expectations and saving money.
Michael Colaneri, AT&T's VP of global business enterprise solutions, retail, discusses a new IHL Group research report, supported by AT&T and several other top tier companies, which illustrates that retail is far from dead.
Jonathan Kateman, general manager of Constant Contact, an Endurance International Group brand, explains why combining strong audience insights with good design will pay dividends this holiday season and beyond.
The retailer officially becomes the latest to add an in-store, mobile-payment feature to its app in a move that also combines its digital coupon program into a single scan at checkout.
Pavan Sondur, CEO and co-founder of Unbxd, offers up insight on four ways retailers can help boost the product discovery experience which enhances the customer experience.
Erratic support from U.S. retailers for in-store, proximity-based mobile payments likely contributed to low use among consumers as the holiday shopping season sprang to life on Black Friday.