Cricket to go mobile with BizBox

September 6, 2012

Cricket Communications announced its partnership with BizBox mobilized structures for the creation of a wireless carrier mobile retail store.

You don't need to be a jerk to give bad customer service

by Micah Solomon — president, four aces inc

Great customer service — what I call anticipatory customer service — requires more these days than simply not being a jerk and not hiring jerks. It means…

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…

RCE Podcast episode 9: Inside the leaked Apple Genius training manual

An alarming new report suggests that a large number of shoppers would leave a bricks-and-mortar store and place an order online instead, if they stood to save…

Carmine Gallo on the five secrets revealed in the Apple Genius manual

The leaked training manual gives exclusive insight into how Apple succeeds at employee training and customer service.

New AT&T flagship takes retail experience to the future

August 30, 2012

A new AT&T flagship store is set to open tomorrow on Chicago’s Magnificent Mile and aims to give customers a one-of-a-kind retail experience.

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…

RCE Podcast episode 8: This week's big changes at Best Buy, Groupon

Two big retail names announced big changes this week: Best Buy installed its new CEO, and Groupon shook up its leadership with a new emphasis on its…

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.

Apple to open store in Russia

August 22, 2012

Rumor has it that Apple may be setting up shop in Russia. Russians, some of the world's biggest consumers of Apple goods, now mainly buy via eBay, but Apple…

Retail strategy firm, LG roll out digital signage to more than 600 stores

August 22, 2012

Atlanta-based strategy and design agency Info Retail has joined forces with LG Electronics USA Inc. to roll out immersive digital signage in an effort…

RCE Podcast episode 7: What is Merchant Customer Exchange, and why should you care?

The big news this week was the announcement of Merchant Customer Exchange, a mobile payments initiative launched by some big-name retailers including Walmart…

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…

Apple understands customers, so can you

Retail expert talks about the "Apple-ization of Retail."