Customer success is the key to business growth

Typically the responsibility for customer service is split amongst various in-house teams and there is no overarching coordinated system to manage it. A…

UX university: 4 retailers getting the user experience right

Customer loyalty requires more than offering a customer a free coffee every time they buy 10. There’s no middle ground any longer as user experience is key for…

Staging an experiential marketing encore, the Bloomingdale's, Brooks Brothers way

by Bryan Pearson — President, LoyaltyOne

There's no business like show business, and retailers are vying to get in on the act. More merchants are turning to Broadway in their ongoing play for…

5 key success factors for 'omnichannel as the new normal'

by Chris Petersen — Owner, IMS

Chris H. Petersen explains why assorting the hottest products is not enough to win today's consumers.

New year, new resolutions: 4 brand strategies to boost customer satisfaction in 2017

From creating improved customer experiences to a renewed focus on employees, 2017 will be a year where companies deploy new employee engagement strategies that…

7 keys to customer experience happiness

Storytelling and understanding the rules of a "happy life" are two of the dominant themes throughout my career and education, with science being added as an…

Convenience for retail consumers will demand innovation in 2017

2016 was an interesting year in retail. Many established brands died a bricks and mortar death. While many thought this signaled the demise of the physical…

The changing face of merchandising and what retailers need to do to succeed

The changing face of retail merchandising requires retailers to go beyond tried and tested tactics.

3 tips to engage retail customers as they wait

by Neil Rieger — Director, Creative Services, SIGNET

Waiting time in the retail world is almost inevitable. However, it's also an opportunity for businesses to engage and connect with their audience through tools…

Social media ROI, loyalty and the customer experience

While marketers know in their gut that social media is important as customers are clearly there and sharing, they often lack the return on investment to prove…

How entrepreneurial employees boost profit, customer service during holiday season

For national chains a drive toward community presents the opportunity for front-line employees and local store managers to drive sales and profits. However, to…

5 rules for a retail town square: What Apple, Whole Foods Can Teach Us

by Bryan Pearson — President, LoyaltyOne

Here's a potential formula for retail of the future: One Apple squared equals a community experience minus the traditional sales space.

Horseshoes, hand grenades and location data?

Gil Larsen, VP of the Americas at Blis, says retailers either win or don't - unless you're playing horse shoes or chucking hand grenades, neither of which many…

5 critical traits to be a future-focused retailer

Bill Chidley, a partner at ChangeUp, offers up the five critical traits required to be a future-focused retailer.

Consider a 'beyond digital' approach to power omnichannel experience

A successfully digitally transformed organization delivers superior digital experience around products and services. That, in turn, creates value and…

With omnichannel the devil is in the data

Retailers (and their suppliers) must leverage the omnichannel network to stay relevant and harness these rich cross-channel opportunities.

Black Friday: Gimmick, gone or more relevant than ever?

by Judy Mottl — Editor: RetailCustomerExperience.com & DigitalSignageToday.com, Connect Media

Is Black Friday relevant, needed, necessary, or even a valuable marketing opportunity, or has it become a gimmick in the retailer's quest to grab consumers…

How technology can enhance the customer in-store experience

Rather than being a threat, technology can in fact significantly enhance the customer in-store experience.

Cyber weekend: A global opportunity for retailers

Cyber weekend – this year spanning Thursday, Nov. 24 to Monday, Nov. 28 – has clearly now become a global opportunity for online retailers.

Why 30 retailers are asking consumers to self-personalize the shopping experience this holiday

Personalization has long been touted as the Holy Grail for improved customer experience at retail.