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…

Do You Know What You're Selling?

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

Are you sure? Are you really, really sure? Here’s a test.  Can you tell me what these well-known businesses are selling? Mercedes Benz? JCPenney, Macy’s and…

Pricing: Are You Confusing the Market?

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

Best Retail in Romania...Hard Rock?

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Great brands don't just deliver a great experience. They deliver a great experience everywhere!

Working Harder, Making Less

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

If I told you to: Expand into new markets to stimulate growth. Dramatically increase your investments in inventory and facilities. Accept 15% to 20% lower…

10 Reasons Your Retail Competitors Have More Business Than You

by Bob Phibbs — CEO, The Retail Doctor

If I hear one thing over and over from small business owners its, "I just need more customers." Heard it before 9/11, heard it after, heard it during the…

Building a Better Bank

by Annamaria Turano — Executive Director, MCAworks

In the realm of retail shopping, Reluctant Shoppers* are defined by their ability to “put off” shopping as long as possible.  The actual problem might never…

Mirror Images

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

April Quote

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Are the experience you offer customers and the stories they share about you the same?