How technology can enhance the customer in-store experience

Rather than being a threat, technology can in fact significantly enhance the customer in-store experience.

Why 30 retailers are asking consumers to self-personalize the shopping experience this holiday

Personalization has long been touted as the Holy Grail for improved customer experience at retail.

Autumn comforts: Discovering your shoppers' comfort zone

Along with the falling leaves and cooler temperatures comes the desire for comfort. So, in this season of comfort, how can we ensure that the feeling…

7 critical questions traditional retailer metrics can't answer

by Chris Petersen — Owner, IMS

Traditional metrics of sales and share are not enough for omnichannel.

Redefining the customer reward strategy

Reward programs have been around since 1793, but it would be a mistake to believe we as businesses and marketers have mastered the concept.

1 of the greatest misses in omnichannel retailing

by Chris Petersen — Owner, IMS

If retailers want to engage, they need more than products, pics and price.

5 ways to optimize customer experience in store and online

by Chris Petersen — Owner, IMS

Consumers want online to be more like stores … and vice versa.

4 tips for crafting a valuable SMS marketing campaign

When building the SMS marketing list remember the old saw, patience is a virtue. Focus on building good relationships with a wide network of clients and…

Cognitive computing: IBM's 'secret weapon' in transforming experience

Retailers already know they must embrace cognitive computing to better engage with shoppers, differentiate their offerings and adopt a culture of innovation.

Why egift rewards during holiday season are a win-win

Retailers and consumers are leveraging egift rewards for holiday promotions and passing on checks.

How to keep your loyalty program from failing over the holidays

Whether you have a loyalty program or are working on creating one for the holiday rush, don't get caught making some common mistakes that end up doing more…

3 steps for reinventing customer service with social support

HP Director Kriti Kapoor explains how social media is rapidly becoming the main conduit for customer care and support and why, if your company hasn't moved in…

3 tips to avoid being ‘spooked’ by holiday shopping

How can retailers ensure continued success well into (and beyond) the holiday shopping season? The answer: Mobile.

Should retail prices in store be the same as online?

by Chris Petersen — Owner, IMS

Omnichannel "click & collect" is a slippery slope for retail prices.

When change is in store: How Starbucks, Stouffer's and others manage transformation

by Bryan Pearson — President, LoyaltyOne

The old chestnut goes that the only constant is change, but in retail this is not true. The other constant is the risk of failure, and knowing how and when to…

Examining the 5 retail senses

What happens when we go beyond the basic human senses and tap into a consumer's retail senses? Retail senses encompass the five basic areas: presentation…

4 ways mobile can boost the bottom line

James Robins, CMO at Canvas, offers up four ways mobile technology can help retailers improve the bottom line, and make for happier customers and a happier…

5 ways omnichannel is destroying the auto "retail store"

by Chris Petersen — Owner, IMS

Consumer behavior is disrupting every facet and category of retail.

How artificial intelligence is transforming retail personalization

Retail personalization is certainly not a new concept, but there are many new advances in personalization helping retailers create deeper relationships with…

Mobile innovation is not about your phone!

by Jeannie Walters — Chief Customer Experience Investigator, 360Connext

What if the future of mobile has nothing to do with the phone in your hand?