US consumers twice as likely to share a bad service experience than UK counterparts

March 14, 2014

New research from NewVoiceMedia reveals that U.S. consumers are twice as likely to share a bad customer service experience than those in the U.K., whereas…

Conference Board offers comment on February retail sales

March 13, 2014

Kathy Bostjancic, director of macroeconomic analysis for the nonprofit research association The Conference Board, has offered this comment on the U.S. Census…

Retail sales rebound in February, up 0.2 percent

March 13, 2014

American consumers powered through the winter weather lifting retail sales in February. According to the National Retail Federation, the world's largest retail…

Big data: Personalizing the customer experience in real time

Delivering a personalized customer experience is taking on new dimensions to address tectonic shifts in buying patterns.

Harsh winter weather continued to subdue consumer spending growth in February

March 12, 2014

First Data Corp. has released its First Data SpendTrend analysis for Feb. 1, 2014, through Feb. 28, 2014, compared with Feb. 1, 2013, through Feb. 28, 2013.

Report: Average holiday retail ad only engaged 6 percent of consumers

March 12, 2014

Advertising consultancy Communicus has revealed the findings of its 2013 holiday advertising research. A Communicus study of retailers' holiday 201…

If our data is currency, who is the bank?

by Doug Stephens — President, Retail Prophet Consulting

If our data is currency, who's the bank? It's a question that every brand and retailer should be giving serious thought to. Those who don't may soon find…

How and why price discounts impact customer experience

by Dale Furtwengler — President, Furtwengler & Associates, P.C.

What are the odds that discounting your price is going to lead to a positive customer experience? It'll be interesting to see whether your reactions to the…

60 percent of Millennials willing to share personal info with brands

March 7, 2014

With consumer privacy at the forefront of the nation's collective consciousness, given the recent Target data breach and ongoing NSA spying scandal, new Mintel…

Cold weather put a chill on retail revenue in February

March 6, 2014

Retail analytics firm Euclid has released its monthly retail benchmark report to analyze shopper activity and behavior during the month of February. This…

Six questions to get actionable feedback from customers

It's important to ask questions, but it's also easy to ask questions that lead the witness.

Your data is only as good as your perspective

by Adam Toporek

Great customer experience strategies must inevitably be formed around good data. Even for smaller organizations that might not have the data quantity or…

Tipping points in an economy of one

by Bryan Pearson — President, LoyaltyOne

From one-to-one to peer-to-peer, the relationship between consumer and brand has been tipping over the past few years, and the consumer is the one gaining…

Study: 38% of Americans have chucked checks

March 4, 2014

Asked how often they write personal checks, the most common response among Americans is "never" (37.8 percent), followed by "several times a month" (25.…

Pursway announces patented purchase influence tech

March 4, 2014

Big data analytics firm Pursway has announced the availability of its purchase influence targeting tools, MyPIVO (Purchase Influence Value Order), fastPIVO and…

As Millennials get nostalgic, so do brands

by Jeff Fromm — Executive Vice President, Barkley

Ranging from roughly 18 to 30 years old, Millennials are generally optimistic about their futures, but they're also approaching the age where they start to…

Survey highlights winning, losing holiday pricing strategies

March 3, 2014

Retail consultancy 360pi has announced its findings on the 2013 holiday shopping season following its "Retail's 2013 Holiday Winners & Losers" webinar.

Pricing and human behavior modification

by Dale Furtwengler — President, Furtwengler & Associates, P.C.

A recent study cited in The Australian suggests that charging fees for road usage would not only improve traffic flow, it would improve labor productivity.

UK consumers less tolerant to poor service than US counterparts

February 26, 2014

New research from NewVoiceMedia reveals that U.K. consumers are less tolerant to poor customer service than those in the U.S.. Coupled with findings that they…

Half of consumers now read emails only on mobile devices, conversion rates are twice that of desktop

February 26, 2014

For the first time ever, the proportion of consumers interacting with email on smartphones or tablets alone hit 50 percent in the fourth quarter of 2013…