Walmart's 'Project Impact' shoots for cleaner stores, better customer service

by James Bickers — Editor, Networld Alliance

September 8, 2009

Time is reporting on the real-world impact of Walmart's "Project Impact," a makeover initiative that sees the retailer focusing on cleaner store environments…

How to make men feel at home while shopping

by James Bickers — Editor, Networld Alliance

September 7, 2009

San Francisco Chronicle fashion correspondent Aaron Britt recently went on a walking tour of S.F. men's retail with Bertrand Pellegrin, author of "Branding the…

Making the case for custom point-of-purchase content

A core factor of the retail customer experience is advertising. But how we speak to a potential customer versus a customer at the point of purchase are not the…

Designing a new experience — and putting fun back into retail

Now is a great time to design and launch a new customer experience — especially for brands feeling the pinch of commoditization.

Driver's license scanning reduces fraud, but may alienate shoppers

by James Bickers — Editor, Networld Alliance

In an effort to fight return fraud and abuse, a growing number of retailers are using a service that keeps a database of return activity — and feels like an…

Research: E-commerce hindered by lack of human assistance

A large number of respondents to a new survey indicate a lack of assistance affected their online purchasing decisions.

Jeweler draws in shoppers — with a fully stocked bar

by James Bickers — Editor, Networld Alliance

August 25, 2009

Jeff Weiss and his partners have launched an unusual jewelry store in Albany, N.Y., where the emphasis is on more than just buying gems. The 7,000-square-foot…

Reader Q&A: How do I drive more traffic into the store?

A legendary retailer asks for advice on getting shoppers into the store, and Kate Newlin responds with some practical tips.

Luxury retail at a crossroads

Shattered by heavy discounting, luxury retailers now need to focus on two distinct customer types - those looking for branded items at a lower price, and the…

Hands-on review: Best Buy's Twelpforce

by James Bickers — Editor, Networld Alliance

The electronics retailer is using Twitter to connect customers to an army of tech experts. How well does it work?

Breaking retail's addiction to discounting

When retailers emphasize price above all else, everybody loses. Author Kate Newlin offers some alternatives to "okay, available and cheap."

Luxury retailers need to personalize the online experience

by James Bickers — Editor, Networld Alliance

August 13, 2009

Shopping a luxury retailer is a singular experience — the setting, the products, the (hopefully) excellent service. But most of those things go away when…

Thinking beyond traditional retail packaging

How retailers are mixing packaging with interactive technology to connect with consumers.

Taming the loyalty card beast

by James Bickers — Editor, Networld Alliance

New tools — both high-tech and low-tech — aim to liberate loyalty cards from the key chain.

Research: Most consumers will pay more for a good experience

by James Bickers — Editor, Networld Alliance

August 9, 2009

Research firm Strativity Group has released the findings of its "2009 Customer Experience Consumer Study."

Why good customer service is like billiards

Retail Doc Bob Phibbs explains why customer service staff need to scatter around the customer, like pool balls reacting to the cue.

Best Buy turns Sunday circulars into interactive 3D demos

by James Bickers — Editor, Networld Alliance

August 6, 2009

Electronics retailer Best Buy has quietly unveiled a new interactive domain, www.BestBuyin3D.com, which turns the company's Sunday circulars into impressive…

Private label: The prestige brands of tomorrow?

Retail expert and author Kate Newlin says the only odd thing about private label brands is that they've taken so long to win shoppers over.

Opinion: Why customer satisfaction surveys don't work

With 95 percent of our cognitive processing handled by the subconscious, how much value is there in surveys that probe the other five percent?

What the Amazon/Zappos deal means for customers

Amazon has acquired Zappos.com in a deal that exceeds $800 million. From the customer's standpoint, is this a marriage made in retail heaven?