Pricing and Policy Decisions

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

Retail loyalty’s big leap

by Sharon Goldman — Senior Director, COLLOQUY

My former DMNews colleague, Nathan Golia, wrote a great piece about the growth of retail loyalty programs in a past issue — which I must say, if I can toot…

Are You Driving Your Customers Away?

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

One of my favorite vendors... ...is pushing me away. I’ve had my cellphone with the same provider for close to six years.  Yes, I was late in adopting the…

The Art of Waiting

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

When Apple Computer announced the Apple Store, more than one industry pundit predicted the project’s demise. "Apple is a technology company," they said. "They…

Does Starbucks’ new free Wi-Fi offer really raise the loyalty bar?

by Sharon Goldman — Senior Director, COLLOQUY

No one who loves Starbucks doesn’t love the fact that they’re now offering free Wi-Fi in its over 6500 locations, right?  My question is: How much will this…

The Mayor of Starbucks, or just your average coffee addict

by Sharon Goldman — Senior Director, COLLOQUY

Drink a lot of Starbucks? Now you can become the “Mayor” of Starbucks in your town, thanks to the popular Foursquare application — and as a loyal customer…

Curves: Lessons in Creating a Community

by Annamaria Turano — Executive Director, MCAworks

One summer, not too long ago, I joined a 2nd gym as I was out of town most weekends.  A charming low-frills outpost of Curves. 

June Quote

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Behind every great customer experience is a great employee experience.

Fuel perks plus retail equals savvy loyalty play

by Sharon Goldman — Senior Director, COLLOQUY

With an economy that is recovering slowly and still keeping millions of Americans unemployed and in a recession-based, purse-strings-tightening mode, it’s…

The War for Market Share

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

...watch the Verizon and AT&T ads. For years Verizon has been hammering AT&T with its coverage map, almost with impunity.  Finally, AT&T is…

Premium Prices: How High Can You Go?

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

Privacy Is Dead... And It Could Be Great

by Doug Stephens — President, Retail Prophet Consulting

Facebook recent announcement about its intentions to collect and store personal data has privacy advocates up in arms.  But could the move actually vastly…

The difference between customer experience and customer service

by James Bickers — Editor, Networld Alliance

"Customer experience" remains a nebulous term for many people, akin to when Supreme Court Justice Potter Stewart admitted that he couldn't define what made…

Sword Ciboodle identifies the 'Customer Engagement Continuum'

May 12, 2010

Sword Ciboodle, a provider of customer-oriented business software and services, today announced three new product modules in response to a new marketplace…

Covalent announces improved customer experience offering, appoints Chief Strategy Officer

May 12, 2010

Covalent Marketing, a consulting organization focused on customer strategy and marketing technology solutions, today announced the appointment of Cristene…

Disney Store launching “magical new store design”

May 11, 2010

Disney Store announced today that it was launching "a magical new store design" in major markets across the United States and Europe this summer.

Is mobile making interactive screens redundant?

May 10, 2010

The trendspotters at PSFK.com say they’re noticing two trends that seem to run counter to one another: the drive to add interactive screens in stores and…

NCR showcasing new era c-tailing solutions at FMI 2010

May 10, 2010

NCR Corp. will demonstrate its converged retailing — c-tailing — solutions for multichannel retailers in booth #1952 at FMI 2010, the largest food industry…

Let's Call Customer Service Counters What They Are: Damage Control

by Bob Phibbs — CEO, The Retail Doctor

Customer service to me happens prior to the sale. Damage control is what happens after. Frequently it is run by people dis-empowered to do anything but cut…

Accenture study says high-tech companies need to improve the consumer experience

May 9, 2010

Accenture today announced that new research it has done shows that communications and high-tech companies — many of which are falling short in their customer…