Around the world in 30 days, 7 retail stops along the way

by Chris Petersen — Owner, IMS

I'm convinced that you don't plan an around the world trip ... they just happen. I get an amazing opportunity to deliver IMS Retail University workshops around…

'What Would Tommy Do?' The straightforward question that defines the brand strategy at Tommy Bahama

by Annamaria Turano — Executive Director, MCAworks

Defining a brand strategy that is differentiated, sustainable, and successful long-term is critical to retailer success. Tommy Bahama, a lifestyle company that…

5 reasons why plugging Best Buy into Target might work

by Chris Petersen — Owner, IMS

As I departed on my around the world journey to teach IMS Retail University, I had ample time to watch people using technology during my lengthy airport…

Why the Apple Store hires for smiles

by Carmine Gallo — President, GCG

After spending one year researching the Apple Retail Store, I reached the conclusion that the secret sauce to Apple's astonishing success in retail lies in…

Which retail brands do a good job at pricing?

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

Some days, despite your best intentions, you fumble the ball. Such was the case at the Retail Customer Experience Executive Summit when I was asked "Who [among…

Redefining what "good" is, when the goal line keeps moving

by Chris Petersen — Owner, IMS

Bricks and mortar retailers have to be shaking their heads. Just when they think that they've stemmed the tide on one challenge, the standard moves higher.

How to save the center of the store

by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.

The New York Times recently ran a piece exploring the shift in traffic from center store to perimeter in a typical supermarket. While the article was…

The most common mistake made during a customer experience change, and how to overcome it

by Colin Shaw — Founder & CEO, Beyond Philosophy

I was once called into see a new client who had a problem they wanted to discuss: "We undertook research about 18 months ago on how we could improve our…

Putting romance back into retail

by Chris Petersen — Owner, IMS

Retailing has changed more in the last 3 years than in the past 3 decades. Actually, it is the consumers who have changed. They are shopping 24/7/365 anywhere…

Total Wine & More: A toast to their success

by Annamaria Turano — Executive Director, MCAworks

Total Wine & More is truly "America's Wine Superstore." Currently operating 80 superstores across 13 states, Total Wine is driven to maintain its…

JCPenney: Not a pricing failure

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

There's a lot of talk about JCP's failed pricing strategy, but is it really the pricing that's off?

The missing link in retail customer experience

by Chris Petersen — Owner, IMS

As I make my rounds teaching Retail University around the world, one of the most asked questions is "how do we transform customer experience in retail stores?…

The Hippocratic Oath of customer experience

For thousands of years, physicians have been taking the Hippocratic Oath to "first do no harm." This philosophy is also excellent advice for anyone dealing…

Why don't the old customer service ways work anymore?

by Micah Solomon — president, four aces inc

"Why don't the old ways work with customers anymore?" I hear this question frequently when I'm speaking at a business event or starting a new customer service…

Meet your new gift registry: Pinterest

I'm planning a party for my younger sister. Usually, I flip through magazines or ask friends for ideas. However, this time I went straight to Pinterest.

There's no room for revolutionaries on Wall Street

by Doug Stephens — President, Retail Prophet Consulting

Several months ago, JC Penney CEO Ron Johnson and his newly formed executive team made some significant changes to the pricing and promotional structure for…

What would happen if all the store signs were removed?

by Chris Petersen — Owner, IMS

Ever look around a store and notice all the signs? At least in technology stores you can't miss them. There seems to be a plethora of signs touting the latest…

Is your customer experience smashable?

When was the last time your loss prevention team became an Internet sensation because of excellent customer service? Well, that's what happened when Joshie…

Get the easy stuff right

by Micah Solomon — president, four aces inc

A perfect product or service won't take you far if you serve it up cold. Lack of caring delivery will sink most any perfect product or service.

Microsoft's new technology could be a mood lifter

by Bryan Pearson — President, LoyaltyOne

If there is one thing I have learned during my years in marketing, it is that it's a lot easier to engage a happy person than an angry one.