What lane are you in?

There are some retailers that focus on customer service. Blogger Cindy Pass takes a look at why these companies are worthy of recognition, and why a "confused…

Retailers enhancing customer experience with interactivity

by Casey Dubbs — Marketing Manager, Horizon Display

A look at why adding interactive digital signage could give retailers a seamless customer experience.

The future of customer service is now

by Shep Hyken — CAO, Shepard Presentations

The 'customer service experience' encompasses every interaction, or touchpoint, that a customer has with your company; deliver value, and the customers will…

The ultimate retail disruptors: Shoppers are the new POS

by Chris Petersen — Owner, IMS

Why do retail stores still have "cash registers"?

How retailers can win by making things easier

by Pat Bakey — General Manager Consumer Industries, SAP

The world is becoming more complicated, and technology is to blame. Here's a look at how technology can make things simpler again.

A customer service journey map can lead to instant gratification

by Shep Hyken — CAO, Shepard Presentations

Customer experience expert outlines how a customer journey map can lead to instant gratification and avoid 'instant misery' for customers.

Hitting the bull's-eye will require more than moms in minivans

by Chris Petersen — Owner, IMS

Can a retailer really target a customer segment and create loyalty in today's omnichannel retail marketplace?

How to turn angry customers into customer evangelists

by Shep Hyken — CAO, Shepard Presentations

Like most brilliant ideas, the premise is simple, but the results are excellent. It not only resolves the customer's complaint and restores confidence in the…

Retail of the future: Five insights from SXSW Interactive

by Jeannie Walters — Chief Customer Experience Investigator, 360Connext

In the case of retail tech, the biggest question wasn’t around the technology itself, but how to use it.

Your employees are your brand

by Ron Zamir — President and CEO, Allen Communication

There is a direct tie to loyalty and retention between how companies treat their employees and how they treat their customers.

Five innovative Barcelona retailers creating muy bueno customer experiences

by Bryan Pearson — President, LoyaltyOne

When most people think of Barcelona, the first features that come to mind are its unusual architecture, rich history and Catalan cuisine. But the area is also…

#GivingTuesday: Do we need another holiday this season?

by Chris Petersen — Owner, IMS

Another holiday concocted to get us to buy more gifts? On the contrary, this special day is a simple idea that can become one of your most important traditions…

Five retailers using technology to create remarkable shopping experiences

by Jeannie Walters — Chief Customer Experience Investigator, 360Connext

Customers are willing to pay more for a better experience. Here are five retailers using technology to deliver it to them.

Should your stores have a lifetime return policy?

by Nandini Jammi — Chief Storyteller, Kayako

How Trader Joe's, Nordstrom and others benefit from offering this extremely generous policy.

The real secrets to creating a memorable customer experience

by Kristen Gramigna — Chief Marketing Officer, BluePay

Research points to a strong return on investment for creating positive and memorable customer experiences.

Kimpton Karma brings big data full-circle

by Bryan Pearson — President, LoyaltyOne

The boutique hotel chain, long known for delivering personalized experiences, has reincarnated its loyalty program, InTouch, to one that better reflects the…

How data design can take the pain out of purchases

by Bryan Pearson — President, LoyaltyOne

Owning new things is supposed to give us pleasure, but the process of acquiring them can come with pressure.

Ten questions every retailer must ask in order to survive

by Chris Petersen — Owner, IMS

It's not what you know ... it's what you don't know that could be hurting your business.

Want to connect with customers? Think mobile first. [infographic]

by James Bickers — Editor, Networld Alliance

Most Americans now own a smartphone and are using them to shop and eat out.

The two sides of customer service training

by Shep Hyken — CAO, Shepard Presentations

Understanding what it means to deliver great customer service and being the type of person who can deliver it are two very different things. Anyone can read…