Halfords Auto driving customer experience with feedback program

August 8, 2012

Halfords Autocentres has hired Empathica to run its new customer experience management program. The platform, which replaces a mystery shopping program…

Same-day shipping wars begin

August 8, 2012

EBay is putting Amazon on notice. The online auction site is testing same-day retail delivery, a move that Amazon made a few weeks ago.

Loyalty programs overrated?

In a session at the Retail Customer Experience Executive Summit a marketing CEO shares the key to retaining customers.

RCE Podcast episode 6: The Chick-fil-A debacle and how retail is becoming more political

Wednesday's "appreciation day" set sales records at Chick-fil-A, and polarized an awful lot of people in the process. Meanwhile, other retailers have come out…

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?

Maximizing Retail Sales by Moving Toward an Omni-Channel Strategy

Now, more than ever, retailers need to make the in-store experience as easy and engaging as shopping from the couch.

Presented by HP Inc.

Whitepaper discusses importance of personalization

August 1, 2012

A new whitepaper reveals how retailers can improve the customer experience and ensure that personalization becomes a core value of their companies.

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?…

Customer experience lessons from the NBC Olympic #epicfail

NBC shows us why retailers must cater to their customers' needs, not their own agendas.

RCE Podcast episode 5: Amazon profits plummet, more JC Penney news, and whether 'Made in America' still matters

Amazon made an awful lot of money in the second quarter - but kept only a fraction of it. We run the numbers in this episode, then talk about all of the news…

NRF releases infographic with top back-to-school trends for 2012

July 26, 2012

The National Retail Federation has released a new infographic filled with data relative to the upcoming back-to-school season.

Solution combines social media, online shopping

July 25, 2012

As if showrooming hasn't gotten easy enough, a new app is available to help consumers get not only their  friends' recommendations as they shop, but theWajam…

Study: CARQUEST ranked highest, Pep Boys lowest on customer satisfaction

July 25, 2012

Consumers are more satisfied with their shopping experiences at CARQUEST than at any other auto parts store, according to a new study by Market Force…

Augmented reality is part of IKEA's 2013 catalog

July 25, 2012

IKEA is taking the catalog experience up a notch, using augmented reality to grab readers' attention. After downloading the IKEA app to smartphones or tablets…

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…

RCE Podcast episode 4: Mobile retail marketing and Walmart's innovative approach to back-to-school

The mobile phone brings with it an almost infinite array of possibilities for retail marketers, but new innovations bring new concerns about ethical marketing…

Small pet retailer still running with the big dogs

The CEO of a small chain of pet boutiques explains how he competes with big-box competitors.

Feet in the lettuce: The curious incident of employees, social media and a brand

How three employees, one smartphone and a social website threw a major company into crisis mode

The impact of omnichannel on specific retail segments

Peggy Casey and Bharat Popat with Cisco talk about key omnichannel trends facing retail stores and e-commerce operators.

Charming CHARLIE adds in-store experience analytics tool

July 18, 2012

ForeSee, a customer experience analytics company, has announced that it will measure and analyze the in-store customer experience for Charming CHARLIE.