Is Technology Just Ahead--Or Is Retailing Behind?

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

It’s time for retail business design to catch up with technology.

The Discount Economy and its Implications for the Future

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

We’ve been in a discount economy for several decades. There are a number of factors contributing to this reality:

Kiosk Branding

Kiosks are increasingly becoming an accepted part of the retail environment, but a kiosk's message is more than just the service it provides.

Presented by KioskMarketplace.com

Benchmark in-store experiences to define, measure and boost results

Customer experience programs established in the first quarter can pay dividends year round.

The Lost Art of the Loss Leader

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

Traditional strategies for promotional discounting are being ignored, and retailers are losing revenue as a result.

Four ways to get online shoppers to contribute reviews

Most retail Web sites allow users to write product reviews, but building a vibrant community takes more than just the tools. A recent success story from Sears…

Retailers tackling 'mountains of data'

January 3, 2010

A new report in the New York Times discusses the "mountains of data and whiz-bang technology" that today's retailers are wrestling with, in their ongoing…

Report: Loyalty to nationally advertised brands is falling

December 28, 2009

Loyalty to nationally advertised brands has been falling over the past two years.   Decision Analyst's "Anatomy of the Recession" report, based on a survey of…

7 keys to customer experience in 2010

True dedication to the voice of the customer will be pivotal for retailers looking to improve their customer experience in the coming year.

The 5 biggest retail customer experience stories of 2009

Faced with a tough economy and shaky consumer confidence, retailers innovated when it came to customer experience this year.

How consumers killed customer service

Demand for low prices has driven down the value of customer service. Here's how retailers can drive it back up.

RFID smart mirror prototype installed at men's store

December 14, 2009

The Pittsburgh Post-Gazette reports on a new RFID-based smart mirror — or Smart.Mirror, to be more precise — installed at Charles Spiegel for Men in…

How mobile is set to impact the 2009 holiday retail season

In what is another challenging holiday season for retailers, mobile marketing and advertising provide a very welcome bright spot.

How discounting is hurting retailers

When retailers lower prices without asking customers to give up something in return, confusion results and sales are negatively impacted.

Report: Consumer definition of value is changing

December 2, 2009

The shopper experience study underway by The Integer Group and M/A/R/C Research reveals that electronics and department stores continue to see the largest…

Retailers tackle 2010 with technology

Retailers are seeking technologies that do for any product category what mannequins do for apparel—show the customer how to bring many items together into a…

Blockbuster Express kiosks coming to Manhattan Duane Reade locations

November 30, 2009

NCR Corp. today announced the deployment of its Blockbuster Express DVD-rental kiosks in 200 Duane Reade drugstore locations in Manhattan. The kiosks offer DVD…

The changing face of Black Friday

The weekend after Thanksgiving remains the biggest shopping event of the year, but the reasons customers pack the stores are changing.

Shifting retailers respond to new 'season of discontent'

Smart retailers are combating the tough times with an organizational shift to a customer-centric focus.

JCPenney bringing back Doghouse campaign

November 18, 2009

One of last year's most successful viral retail campaigns is ready for its comeback: JCPenney announced that it is bringing back its "Beware of the Doghouse…