To ignite your customers, fire up your employees

I'm one of those connected customers. I scan QR codes. I read product reviews. I'm never without my phone and it is loaded and ready with Google Shopper, Red…

Brand attachment: The Barefoot Bandit and our sense of self

What an 18-year-old on a crime spree teaches us about branding.

Why Customers Seem Scarce - Part 1

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

Far too many sellers suffer believe that customers are scarce and that they can't raise prices for fear of losing the customers they have.

Retail spending down in April

May 3, 2012

Although Americans were shopping in April, they spent less than retailers expected, according to the Associated Press.

Social media raising stakes for customer service

May 2, 2012

Americans are growing more frustrated with customer service, and their social media savvy is making it hard for businesses to get away with ignoring the…

Six retailers who blew it - BIG

When I give presentations, I typically like to use case studies to show customers best practices. However, it is frequently the object lessons of who blew it…

Social gifting coming on strong

April 30, 2012

Brick-and-mortar retailers are always looking for new, efficient ways to drive store traffic without diluting their brands. That was the inspiration for…

What is an industry leader?

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

"Industry leader" is one of the financial press' favorite phrases, yet how often do they define the term? What makes one company, above all others, the…

NRF: Despite gas prices, Mother's Day spending will rise this year

April 24, 2012

Riding the coattails of a spring where they spent freely on everything from garden supplies and home décor to colorful fashions, consumers will stretch their…

Loyalty plan: A compelling showroom model

by Bryan Pearson — President, LoyaltyOne

Recent news stories regarding the trend of "showrooming" have me wondering why more merchants aren't showboating the one feature that distinguishes them from…

RCEES keynote speaker gives advice to Inc. magazine

April 23, 2012

Google Glasses: Who is actually going to wear them?

by Cherryh Cansler — Publisher, FastCasual.com

The video recently released by Google featuring "Project Glass," Android-powered eyeglasses with a real-life, heads-up display, has received nearly 1…

Who's running your business?

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

What would you say if someone told you that they were responding to 600 proposals a year versus 150 in prior years? Who among us wouldn't like to see that…

The new travel trend: Shopping tourism

April 20, 2012

There's a new buzz phrase in the world of travel: Shopping tourism. According to Forbes, the trend is common, although its new name isn't yet widely known.

What retailers should know about Google Glasses

Retail experts and techies debate the technology's feasibility and why retailers should care.

Study: Airport retailers will increase sales with self-service, mobile & wayfinding

April 19, 2012

Airports and airport retailers looking to better serve and generate more revenue from today's time-starved and mobile-enabled travelers are missing…

Study helps retailers calculate customers' potential spend

April 18, 2012

Acxiom Corporation, a provider of marketing services and technology, has announced its latest Consumer Dynamics study, "What Your Customer Is Buying When Not…

Opinion: Customization becoming essential to the customer experience

Far from being just a feature, customization is a product strategy.

Study: In-store messaging is top reason shoppers buy items not on lists

April 17, 2012

Despite a shopping list being a tool to stay on budget and eliminate unnecessary purchases, research shows that nine out of 10 shoppers still buy items not on…

Unlike Apple's walled content garden, Amazon is 'building forests'

The online retailer's deal with J.K. Rowling might hint at its digital retail dominance.