As consumers spend less, they expect more from retailers

A focus on long-term relationships, customer advocacy can protect against price erosion.

Customer/Value Alignment

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

 How do your organization’s values...

Here, take the keys – a story of above-and-beyond customer service

by James Bickers — Editor, Networld Alliance

If you attended the Retail Customer Experience Executive Summit this summer, you got to spend some time with our vice president of events, Bobby Renaud. (If…

Webinar - Mobile Retail: What Comes Next?

There's a lot of talk about and a lot of interest in mobile retailing, from scannable on-screen coupons to line-busting with checkout in the aisle. In this…

Reducing Abandoned Shopping Carts with Live Help

Click-to-chat and click-to-call options can help retailers turn shoppers into buyers.

Groupon, The Nuclear Bomb That Kills Retail?

by Bob Phibbs — CEO, The Retail Doctor

  Think of the last time you received flowers.  Do you remember who gave them to you or the florist? Exactly, the person who gave them to you. The person that…

Zoning in for Best Buyers

by Lisa Biank Fasig — Director, JZMcBride and Associates

Looks like last year’s fine-tuning of Best Buy’s Reward Zone loyalty plan is paying off for the retailer, but time will tell if it is delivering for members.

Is the King a Pauper?

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

 What is it about Burger King...

Who Needs Retail Anyway?

by Doug Stephens — President, Retail Prophet Consulting

Social media and networks have diminished our need for middle-men.  From publishing to advertising, brands and consumers have unprecedented access to one…

Shoe-shopping with Friends in 10 Steps or Less

by Lisa Biank Fasig — Director, JZMcBride and Associates

Think of it as a virtual shopping trip where all your friends can offer their opinions and advice, even though they are not there.

Samsung Gets It Right!

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

Is that a banana in your couch, or are you just happy I am shopping?

by Lisa Biank Fasig — Director, JZMcBride and Associates

Supermarkets are wizards at getting us to buy more than we intend. They’ve figured out how to successfully sell diapers to beer customers and pine nuts to…

A Test Material Girls Should Love: Macy’s Pilot

by Lisa Biank Fasig — Director, JZMcBride and Associates

A new loyalty program may soon be rewarding shoppers who purchase brands by Madonna, Martha Stewart and Donald Trump – and they do not have to charge it.

YOU ARE HERE...Whether You Like It Or Not

by Doug Stephens — President, Retail Prophet Consulting

A look at the emerging location-based marketing channel and its impact on brands and retail.

Pricing: An Added Convenience?

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

Nordstrom Integrates Social Media on New Web Site

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Nordstrom's new website is killer. It blends the best of efficiency and design in one site that's easy to use, feels great, and keeps the customer focused on…

We get a kick out of mobile loyalty

by Sharon Goldman — Senior Director, COLLOQUY

It’s gotten big buzz thanks to a new partnership with Best Buy, and the New York Times has already shown an appetite for this app, but here at COLLOQUY we…

Best Buy Geek Squad

by Jim Joseph — President, Lippe Taylor

If customer service is part of your brand proposition, then I've got a little "best in class" to share with you, IMHO.

Best Retail Customer Experiences 2010 winners announced

by James Bickers — Editor, Networld Alliance

More than 1,000 consumers voted on the best retail experiences in eight segments and across multiple attributes.

Greatness: Accelerating the Recovery, Part III

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