Organization engagement: Five key steps to aligning around the customer

Retailers might think they're customer-centric, but many customers experience the opposite.

AT&T offers customers location-based mobile advertising

by Kim Williams — Reporter, NetWorld Alliance

Customers are concerned about charges for text ads and number of messages.

Mobile Monday: Alternative Apparel

This is a lifestyle brand that truly understands how brand and social media intertwine.

IBM report: The smarter consumer has arrived

by James Bickers — Editor, Networld Alliance

Growing numbers of people are "instrumented," using two or more technology channels to shop.

Opinions vary on IKEA store 'maze' layout

by Kim Williams — Reporter, NetWorld Alliance

Some think the layout is meant to be intentionally confusing.

Video: The Best Experiences in the World and What Makes Them Work

Why looking at a business from the customer's point of view leads to raving fans and a better bottom line.

Will new J.C. Penney logo succeed where Gap failed?

by Kim Williams — Reporter, NetWorld Alliance

The retailer's new logo uses the Helvetica font - as did the ill-fated Gap redesign.

Five barriers to building retail customer loyalty

Loyalty programs should be about companies demonstrating their loyalty to customers, not the other way around.

ACSI falls: Biggest slump since 2008

Strong showings for Amazon, Netflix, Newegg, Publix, Nordstrom, Kohl's not enough to bolster satisfaction.

Top retailers make employee health, happiness a priority

What comes first: Great retailers or great employers? The answer is that they go hand-in-hand.

Is the era of the printed mail-order catalog coming to an end?

by James Bickers — Editor, Networld Alliance

JCPenney has shut down its catalog after 48 years, but other retailers are using theirs to strategic advantage.

Survey: Majority of consumers resist registering online, prefer social sign-in

75 percent of consumers will alter behavior when faced with traditional website registration.

Tune in, turn on: Best Buy's new in-store digital signage ad network

Industry vets Paul Flanigan and Ken Goldberg co-wrote this commentary on a potential game changer for retail DOOH.

Is this the death of loyalty rewards as we know them?

When customers choose which company to do business with, rewards just don't matter like they used to.

NRF: Disney Store shares details about POS, store redesigns

by James Bickers — Editor, Networld Alliance

A complete overhaul of both technology platform and store design draw up a new in-store experience.

NRF: Convergent technologies on the retail horizon

Shoppers want a seamless cross-channel experience; retailers who miss on convergence could fall behind.

HP's new retail digital signage, POS offerings at NRF BIG Show

by Christopher Hall

HP continues its move into the digital signage space and strengthens its retail offerings at the BIG Show.

Livetweet: Follow the NRF 2011 Big Show

This weekend, the retail world will converge on New York City for the NRF 100th Annual Convention & EXPO. The event takes place January 9-12 at the Jacob…

Shedding legacy practices is key to building great customer experiences

There is opportunity for those who grasp that customers will respond to an experience delivered from their point of view.

The top 10 Retail Customer Experience stories of 2010

by James Bickers — Editor, Networld Alliance

Practical information and tactics resonated loud and clear with readers this year.