RCE Podcast episode 8: This week's big changes at Best Buy, Groupon

Two big retail names announced big changes this week: Best Buy installed its new CEO, and Groupon shook up its leadership with a new emphasis on its…

Why the Apple Store hires for smiles

by Carmine Gallo — President, GCG

After spending one year researching the Apple Retail Store, I reached the conclusion that the secret sauce to Apple's astonishing success in retail lies in…

Which retail brands do a good job at pricing?

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

Some days, despite your best intentions, you fumble the ball. Such was the case at the Retail Customer Experience Executive Summit when I was asked "Who [among…

Redefining what "good" is, when the goal line keeps moving

by Chris Petersen — Owner, IMS

Bricks and mortar retailers have to be shaking their heads. Just when they think that they've stemmed the tide on one challenge, the standard moves higher.

Apple to open store in Russia

August 22, 2012

Rumor has it that Apple may be setting up shop in Russia. Russians, some of the world's biggest consumers of Apple goods, now mainly buy via eBay, but Apple…

Retail strategy firm, LG roll out digital signage to more than 600 stores

August 22, 2012

Atlanta-based strategy and design agency Info Retail has joined forces with LG Electronics USA Inc. to roll out immersive digital signage in an effort…

RCE Podcast episode 7: What is Merchant Customer Exchange, and why should you care?

The big news this week was the announcement of Merchant Customer Exchange, a mobile payments initiative launched by some big-name retailers including Walmart…

How to save the center of the store

by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.

The New York Times recently ran a piece exploring the shift in traffic from center store to perimeter in a typical supermarket. While the article was…

The most common mistake made during a customer experience change, and how to overcome it

by Colin Shaw — Founder & CEO, Beyond Philosophy

I was once called into see a new client who had a problem they wanted to discuss: "We undertook research about 18 months ago on how we could improve our…

Putting romance back into retail

by Chris Petersen — Owner, IMS

Retailing has changed more in the last 3 years than in the past 3 decades. Actually, it is the consumers who have changed. They are shopping 24/7/365 anywhere…

Total Wine & More: A toast to their success

by Annamaria Turano — Executive Director, MCAworks

Total Wine & More is truly "America's Wine Superstore." Currently operating 80 superstores across 13 states, Total Wine is driven to maintain its…

Apple understands customers, so can you

Retail expert talks about the "Apple-ization of Retail."

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?…