Five customer service tactics to increase sales

by Shep Hyken — CAO, Shepard Presentations

As you read this, you may think this article could fall under the heading of sales tactics. I respectfully disagree. This is all about customer service, as it…

NRF 2014: The show floor, in tweets and vines

Attendees made good use of social media at this year's BIG Show.

Cobalt, Edmunds announce partnership to study online car-shopping behaviors

January 22, 2014

Cobalt, a business unit of ADP Dealer Services Inc., and Edmunds.com, an online car shopping destination, today announced a strategic partnership to bring…

How do your CX efforts stack up?

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Comparing your track record to others in the world of customer experience is a great way to find areas for improvement and see where you are doing well.

Sleep Train implements cloud-based analytics tool

January 21, 2014

Software provider Manthan Systems announced today that Sleep Train Inc. has gone live with ARC Merchandise Analytics, its cloud-based advanced analytics…

New Year's resolution: Stop negative reviews from ruining your customer experience

Here are three ways brands can get a handle on negative comments and address them productively.

Photos: Remodeled American Apparel store opens in Berlin

January 16, 2014

American Apparel has announced the opening of its newly expanded and renovated Berlin store. Located in Mitte, the central borough of Berlin, the store was…

2014 is 'The Year of Empathy,' according to Temkin Group research

January 15, 2014

Bruce Temkin, widely recognized as a customer experience visionary, has released his annual listing of customer experience trends to watch. Headlining the…

Holiday retail sales come in at NRF expectations

January 15, 2014

Severe winter weather did not dampen December retail sales as shoppers took advantage of heavy promotions and last-minute deals. According to the National…

NRF 2014: The coolest new products, and why

Many of today's coolest new products are the result of the small daily activities of consumers.

Natural Markets deploys ThoughtWorks technology throughout its grocery/restaurant chain

January 13, 2014

ThoughtWorks, a provider of retail technology solutions and strategic customer experience consulting, today announced that it has partnered with Natural…

Sitecore partners with Microsoft to build joint e-commerce solution

January 13, 2014

Sitecore, developer of customer experience management software, today announced at the National Retail Federation's Annual Convention & Expo that it will…

SAP unveils new mobile retail apps

January 13, 2014

Today at the NRF Convention & Expo, SAP AG announced the launch of SAP Shopper Experience, a personalized retail mobile app that the company said…

JCPenney, Tractor Supply, Walmart CEOs among leaders to join NRF Board of Directors

January 13, 2014

NEW YORK — The National Retail Federation today announced the election of six new members to its Board of Directors as retailers from around the globe…

Epicor announces CRM 7.0, POS for Windows 8 tablets

January 13, 2014

Today at the NRF Convention & Expo, Epicor Software Corp. announced the general availability of Epicor Retail CRM 7.0, which it says gives retailers a…

NRF 2014 opener: Retail stores 'meet a human need, not just a commercial one'

by James Bickers — Editor, Networld Alliance

An innovative mall operator opened this year's Big Show with a fresh breath of optimism and positivity.

Retail hiring lifts employment in December

January 10, 2014

The National Retail Federation today issued the following statements from NRF President and CEO Matthew Shay and Chief Economist Jack Kleinhenz on the December…

NRF and University of Phoenix to award 20 retail workers with 'Dream BIG' scholarships

January 9, 2014

For a second year, the National Retail Federation and University of Phoenix are providing the opportunity to U.S. retail workers to make their career dreams a…

Costco co-founder Jim Sinegal to accept NRF's Gold Medal Award next week

Nike named retail innovator of the year; Half Price Books VP also to be honored.

How real-life customer needs drive innovation

Customer experience innovation is all about looking for examples of what's working and what your customer really wants next.