Micro moments of truth

by Jeannie Walters — Chief Customer Experience Investigator, 360Connext

Customers are shopping the way they want to shop — via mobile, online or in-store — and it’s up to retailers to keep it fresh, keep it current and keep it…

Holiday spending expected to increase by 11 percent

Nearly all shoppers will be searching for discounts and sales, study finds.

Facebook and Cisco combine forces for in-store mobile

by Natalie Gagliordi — Editor of KioskMarketplace.com, Networld Media Group

The networking powerhouses created CMX for Facebook Wi-Fi to drive 'likes' and improve the connected customer experience.

Holiday shopping season could take a hit from gov't shutdown

October 4, 2013

This year's holiday shopping season was projected to produce a 3.9-percent rise in consumer spending, but that forecast could be dampened by the ongoing…

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…

The Brain Exchange: Customer service training

At this year's Retail Customer Experience Executive Summit, Retail Doctor Bob Phibbs led a table discussion on customer service training. Here is his brief…

Global omnichannel study finds categorical, geographical variations

October 2, 2013

A new study from the research firm GfK study suggests that consumers are freely mingling in-store visits, online product research, and other information…

Jeff Fromm talks marketing to Millennials

At this year's Retail Customer Experience Executive Summit, Barkley marketing executive Jeff Fromm discussed showrooming, marketing to Millennials, and why…

Study: Vantiv profiles the 'omniconsumer' of the future

October 1, 2013

Payment processing services provider Vantiv Inc. has released a new primary research study on the impact of omnicommerce and mobile banking trends on consumers…

Report: M-commerce grew 24 percent over the last 12 months

Consumers are increasingly turning to their smartphones and tablets for specific retail activities.

Pay no attention to the man behind the curtain

by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.

The Grocery Manufacturers Association (GMA) has a new website called The Facts About GMOs. I’ve spent time reading through the various articles and op-eds…

How to replicate Disney's first-class customer experience

by Gary Edwards — Chief Customer Officer, Emathica

The Walt Disney Company has been pleasing audiences with its multi-faceted approach to entertainment since 1923. The envy of marketing executives around the…

Dr. Chris Petersen talks retail around the world

At this year's Retail Customer Experience Executive Summit, Dr. Chris Petersen shared insights from his travels to retailers all around the world, and talked…

UPS, comScore study shows shoppers want it easy

September 26, 2013

Data released today by UPS and comScore Inc. reveals that online shoppers are looking for more ease and control over their shipping and delivery experiences.

What's in store for the 2013 holiday shopping season?

Five predictions for what retailers can expect this holiday season and how they can prepare.

Best Buy: Why in-store analytics are critical for survival

by Chris Petersen — Owner, IMS

Best Buy is a case study unfolding before our eyes. It is quite literally a test of how today's omnichannel consumers will behaviorally respond to radical…

ShopperTrak warns retailers not to shy away from the Christmas creep

September 17, 2013

The shopper analytics provider ShopperTrak is forecasting a bit of a calendar conundrum for retailers, warning against a delay of the Christmas creep due to a…

New research attempts to debunk showrooming myths

September 13, 2013

New research from the Columbia Business School and the loyalty firm Aimia offers retailers tips on enticing consumers with mobile devices to make purchases…

Turning a frown upside-down: How negative WOM can help your brand

by Bryan Pearson — President, LoyaltyOne

Why Jerry Seinfeld is a customer service consultant

by Micah Solomon — president, four aces inc

"We're craving the nondigital even more these days, the authentically human interaction," says Jerry Seinfeld, explaining (I would argue) not just live standup…