Report: U.S. becoming a 'switching economy'

October 23, 2013

Despite having more data and insights into consumer desires and preferences, companies in the U.S. have failed to meaningfully improve customer satisfaction…

Shopgate e-book offers tip to help m-commerce sites grow holiday sales

October 22, 2013

Retailers who want to increase holiday sales should consider launching a mobile shopping website or app, according to the mobile commerce solutions provider…

Survey: Because of the economy, shoppers are expecting discounts

October 21, 2013

PriceGrabber, a distributed e-commerce platform and shopping site, has released results of its first Winter Holiday Shopping Survey for 2013. The survey…

How to handle a retail customer complaint in 6 steps

by Bob Phibbs — CEO, The Retail Doctor

Have you ever tried to make a customer complaint but been unable to?

Is early Christmas marketing naughty or nice?

Does "Christmas creep" really help retailers make more silver and gold? Or does it just make customers see red? Here's what some shoppers think about the…

Accenture study finds webrooming tops showrooming

October 17, 2013

Move over, showrooming — a new survey by Accenture found there's a new phenomenon in town. It's called webrooming, and it's happening at a higher rate than…

5 steps to personalize the in-store experience

A focus on the customer journey will improve your shopper's experience on their path to purchase.

Study: Social media for brand conversations on the rise

'Word-of-mouth champions' are twice as likely to recommend a brand via digital.

Report: Teens experiencing spending fatigue

October 11, 2013

Investment bank Piper Jaffray & Co. has released its 26th semi-annual "Taking Stock With Teens" consumer insights project, which pointed to a sequential…

Five ways you are losing retail customers

by Gary Edwards — Chief Customer Officer, Emathica

Customer loyalty is the backbone of every successful retail business. Although it is important to attract new customers, the real gauge of the brand's health…

The end of the beginning of e-commerce

by Doug Stephens — President, Retail Prophet Consulting

Global e-commerce is set to top 1.2 trillion dollars this year. And if that doesn’t seem astonishing, then consider that the figure represents a 19 percent…

When does personalization become an invasion of privacy?

by Chris Petersen — Owner, IMS

Without realizing it, you are creating a digital trail of your behaviors with every click and tap that you make. E-commerce has been using our cookies to track…

Holiday 2013: How to translate fewer days into more revenue

This year's holiday calendar is unique, and it will create some equally unique challenges for retailers.

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…