Customer experience management 101: Identifying channels of communication

by Kimberly Nasief — President, Measure Consumer Perspectives

Customer experience management has changed, thanks to the digital age. Social media has changed the way businesses interact with their customers. No matter the…

Burberry's new London flagship combines fashion and technology

September 17, 2012

British fashion house Burberry unveiled it’s first digitally-integrated retail outlet at its newly launched London flagship store. The blend of craftsmanship…

Retail customers enjoy telling a good lie, study shows

September 17, 2012

Customers get a high amount of satisfaction when able to lie to retailers to obtain refunds, discounts or concessions, according to an article on NBCnews.com.

Body scans could improve online shopping

September 17, 2012

Annoying airport body scanners may hold the key to accurate online shopping, according to an article in the Financial Times.

Mobile retail lags behind Web-based in customer experience, index shows

September 14, 2012

Customer experience analytics provider ForeSee released yesterday the ForeSee Mobile Satisfaction Index: Retail Edition, which creates a benchmark for customer…

New loyalty app lets customers 'walk-in to check-in'

September 13, 2012

LoyalBlocks, the first automated, mobile-based "walk-in to check-in" app for brick and mortar retailers and their customers, announced today the completion of…

The ten commandments of networking

by Harvey Mackay — Author, Mackay Mitchell

1. I will not assume that the person with the credentials is the person with the power.

New customer experience mapping software announced

September 12, 2012

Touchpoint Dashboard LLC announced yesterday the release of its customer journey mapping software that gives companies insight as to how customers interact and…

French company unveils 3D merchandising software

September 11, 2012

French technology company Dassault Systèmes announced today the launch of Perfect Shelf, a tool for retailers to use 3D modeling for realistic views of retail…

Penney tries to look boutique chic

September 7, 2012

J.C. Penney will attempt to break away from the sea of clothing racks that dominate most department stores and replace the layout with brand-focused groups.

Five ways retail leaders participate in their team's success

by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC

A couple weeks ago the Daily Retail Quote was, "True leadership comes not from position but from participation and effectiveness." Some of the best leaders…

Pop-up retail grows up

by Natalie Gagliordi — Editor of KioskMarketplace.com, Networld Media Group

Like food trucks before them, are retail trucks the next hot consumer trend?

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…