What Whole Foods teaches us about visual merchandising

As much as any retailer can, Whole Foods embodies the notion that stores aren't simply places to buy things.

Customer service goal: We don't want you to come back

by Shep Hyken — CAO, Shepard Presentations

Do you ever get the feeling that some business' customer service goal is the keep the customer from coming back?

CFI Group receives statistical modeling patent for customer satisfaction research

March 28, 2014

CFI Group, a customer satisfaction measurement and analytics firm, announced it has been awarded Patent No. 8,666,515. According to the company, this patent…

CXPA launches certification initiative for customer experience professionals

March 27, 2014

The Customer Experience Professionals Association , an international nonprofit organization created to guide and enhance the growing field of customer…

Wegmans, Trader Joe's, Publix, Costco, Sprouts top Consumer Reports supermarket ratings

March 26, 2014

In Consumer Reports' latest survey, Wegmans, Trader Joe's, Publix, Costco and Sprouts earned the highest scores overall among 55 of the nation's major grocery…

Retailers of the future: Innovative retailers take on the Amazon juggernaut

Going up against Amazon's Goliath can be challenging for the more David-sized specialty retailers.

ComQi adds interactive engagement features to retail digital signage

March 24, 2014

New high-impact interactive features designed to drive product awareness and boost sales are now being rolled out to retailers and brands through ComQi's…

NRF unveils new logo

March 24, 2014

The National Retail Federation today unveiled a new logo for the 103 year-old industry association.

How to make a better wireless store experience

Expectations of wireless carriers continue to rise, not just coverage and pricing but also the in-store experience.

MasterCard sets up kiosk zone at Toronto's Air Canada Centre

March 20, 2014

MasterCard has launched the Priceless Toronto Zone, an interactive digital experience for sports fans, at the Air Canada Centre in Toronto.

Retail roundtable: What could Radio Shack have done differently?

Is this once-great retailer going to go the way of Circuit City?

What retailers can learn from the hospitality industry

Transforming culture requires a shift in focus, where friendliness and helpfulness are emphasized as much as efficiency.

Millennial marketing lessons from Jimmy Fallon

by Jeff Fromm — Executive Vice President, Barkley

How do you rebrand a company and increase its reach to the Millennial demographic? Easy — hire Jimmy Fallon. Jimmy Fallon took over NBC's The Tonight Show in…

Three big-picture ideas for introducing new customer experience technology

by Adam Toporek

One of the things I love about blogging, besides its conversational tone, is the ability to swap back and forth between the macro and the micro, between the…

How Chevy wins at storytelling

by Jim Joseph — President, Lippe Taylor

For years now, those of us in marketing have been talking about storytelling ... wrapping your brand message into a compelling consumer story that will draw…

Crafting the perfect ambient scent for your stores via the 'six scent families'

More retail designers are now contemplating the role of scent in the customer experience.

SXSW: Retail innovation in the age of the customer

Discussions about how customers interact with brands gave way to how brands have a lot to learn from entrepreneurial retailers.

How and why price discounts impact customer experience

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

What are the odds that discounting your price is going to lead to a positive customer experience? It'll be interesting to see whether your reactions to the…

Six questions to get actionable feedback from customers

It's important to ask questions, but it's also easy to ask questions that lead the witness.

Voice for the customer: The impact of internal customer advocates

Customers need someone inside the organization who is constantly fighting on their behalf.