How SeaWorld's mobile app enhances the guest experience

Len Dudis describes SeaWorld's folio approach to guest payments via its mobile app.

Returns are key for retaining UK customers, according to new research

April 7, 2015

More than 83 percent of consumers would stay loyal to a retailer with an easier returns delivery service, but majority expect a free service and more…

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.

Boating retailer West Marine deploys in-store digital signage kiosks

April 7, 2015

North American boating and accessories retailer West Marine, with more than 300 stores in 38 states, has deployed digital signage West Advisor kiosks in stores…

Ingenico, Intel to work on products for the Internet of Things

April 6, 2015

The companies will jointly develop a mobile tablet that supports EMV and NFC payment functionalities.

Learn why 'Fitting Rooms Matter'

'No buying decision is final until the try-on is complete!' says fitting room expert and Alert Tech CEO Marge Laney, who's on a one-woman mission to improve…

Pizza Hut executive discusses importance of mobile customer engagement

Baron Concors, Chief Digital Officer at Pizza Hut, discusses why it's important to think mobile first.

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?

Capgemini report finds modern loyalty programs insufficient and ineffective

by Bradley Cooper — Editor, Connect Media

March 26, 2015

A report by Capgemini Group, consulting and technology company, has found that most loyalty programs do not meet the needs of customers nor do they actively…

San Francisco Soup Company executive discusses the restaurant's use of BLE beacons

Clayton Chan, COO for San Francisco Soup Company, discusses the restaurant chain's use of BLE beacons.

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.

Starbucks suspends 'Race Together' campaign amid criticism

by Josh Fischer — Editor, NetWorld

Hoping to encourage a dialogue around race-related issues, the Seattle-based coffee giant devised the now partially dismantled "Race Together" campaign where…

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.

PetSmart and Amazon.com earn top customer experience ratings

March 16, 2015

PetSmart and Amazon.com deliver the best customer experience in the retail industry, according to the 2015 Temkin Experience Ratings, an annual ranking of…

Vitamin Shoppe announces Watts as new CEO

March 4, 2015

Vitamin Shoppe reported today that Colin Watts will be joining the company as its new chief executive officer effective April 6, 2015. Watts will also become a…

Target shares roadmap to transform business

March 4, 2015

At a meeting today for the investor community, Target Corporation Chairman and CEO Brian Cornell and members of his leadership team presented the vision and…

New ICXA to promote tech-driven customer experience across all consumer channels

February 25, 2015

The newly launched Interactive Customer Experience Association will host its first annual ICX Summit in Chicago on June 29-30, 2015.

2015 Retail Customer Experience Top 100

Consumers weigh in on the top brands in four categories, including overall customer experience.

Presented by RetailCustomerExperience.com

Consumer expectations of retailers growing fast, says new engagement index

February 16, 2015

J. Crew, Nike, Marshall’s and TJ Maxx, Walmart, Home Depot, Whole Foods, Amazon.com, Costco, and Dick’s all captured engagement leadership positions in a…