Retail of the future: Five insights from SXSW Interactive

by Jeannie Walters — Chief Customer Experience Investigator, 360Connext

In the case of retail tech, the biggest question wasn’t around the technology itself, but how to use it.

Starbucks suspends 'Race Together' campaign amid criticism

by Josh Fischer — Editor, NetWorld

Hoping to encourage a dialogue around race-related issues, the Seattle-based coffee giant devised the now partially dismantled "Race Together" campaign where…

Your employees are your brand

by Ron Zamir — President and CEO, Allen Communication

There is a direct tie to loyalty and retention between how companies treat their employees and how they treat their customers.

PetSmart and Amazon.com earn top customer experience ratings

March 16, 2015

PetSmart and Amazon.com deliver the best customer experience in the retail industry, according to the 2015 Temkin Experience Ratings, an annual ranking of…

The two types of retail leaders

by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC

What did your employees personally focus on yesterday to accelerate sales growth? Does each employee know what his or her next level of performance is?

Study says online shoppers want more flexibility

March 9, 2015

Online shoppers around the world want the ability to search and shop on multiple channels and devices, expect to see alternate delivery and payment options…

Report says retailers didn't get much love on Valentine's Day

March 5, 2015

According to the report, traffic declined year-over-year due to harsh weather across much of the country, and storefront conversion was negatively impacted by…

From stock options to oranges: Whole Foods Rewards is a natural for growth

by Bryan Pearson — President, LoyaltyOne

Whole Foods is enjoying the fruits of its marketing labor these days, but its long-term success may rely more on its affinity for workers than affinity with…

Playing the JCPenney blame game

by Robert Passikoff — Consultant, Brand Keys

No, it's not a new promotion, but the latest excuse for holiday losses.

The ROI of social engagement

by Scott Slucher — Account Executive, Networld Alliance

Current social media trends put the focus on context.

Four in 10 shoppers are using their mobile phones while shopping inside a store to compare prices

February 23, 2015

Market research firm GfK asked mobile phone users in 23 countries what activities they regularly do on their mobile phones while they are inside a store.

Why the empowered customer is good for retail

While the Internet trained consumers to be extreme deal-seekers, the mobile revolution is empowering them to be extreme convenience-seekers.

Data security, omnichannel initiatives top retail CIOs' priority lists

February 20, 2015

With recent high-profile data breaches and the growing need to deliver a unified and differentiated customer experience, retail CIOs agree that security and…

Americans planning to save, not splurge, with tax refunds this year

February 19, 2015

Consumers have a plan for how they will use their refunds: 39.1 percent will pay down debt and 25.1 percent plan to use it for daily expenses.

Retail customer satisfaction is down for the first time in four years

February 19, 2015

Online retail makes sole gain; supermarkets and drug stores lose ground.

Customer service strategy: Deliver value with time

by Shep Hyken — CAO, Shepard Presentations

Your customers want you to know this: "Value my time and you value me." It's part of delivering amazing service.

Report sees growth in multichannel grocery shopping

February 18, 2015

Multichannel grocery shopping is surging across the globe, with the birth of a new child being a primary driver of an increased propensity to buy online…

Paul Price to keynote Interactive Customer Experience Summit

Paul Price, CEO of marketing technology company Creative Realities, will offer ICX Summit attendees his expert insights and real-world examples for putting the…

The rise of social selling in 2015

Early attempts by brands to gain followers and fans on social media are now giving way to more sophisticated efforts to leverage the power of social influence…

Consumer expectations of retailers growing fast, says new engagement index

February 16, 2015

J. Crew, Nike, Marshall’s and TJ Maxx, Walmart, Home Depot, Whole Foods, Amazon.com, Costco, and Dick’s all captured engagement leadership positions in a…