Interactive mall game aims to bring in patrons, get them to stay longer

June 16, 2009

AUSTIN, Texas — At a time when competition for the consumer dollar is fierce and retail traffic has slowed, retail centers are exploring new innovative guest…

Loyalty segmentation needs to extend into the store

When front-line employees are left out of the loyalty process, points programs miss the point.

Whole Foods offering free rides home — via rickshaw

June 9, 2009

Supermarket News: Whole Foods Market stores in Manhattan this week are offering to take shoppers home for free — via rickshaw.

RetailWire Discussion: Most loyal customers aren't profitable

A recent Harvard Business Journal article suggests that few customers are profitable — and of the ones that are, most are not loyal.

Three specialty stores that stand out from the pack

When times are tight, experience counts more than ever. Here are three small retailers with singular in-store experiences.

New report reveals consumer attitudes toward self-service technology

May 21, 2009

LOUISVILLE, Ky. — The Self-Service and Kiosk Association has published its 2009 Self-Service Consumer Survey, a comprehensive report that reveals what…

Five viral marketing mistakes to avoid

There's a lot of buzz surrounding viral marketing — but retailers need to make sure to avoid these common missteps.

Netflix takes service outage, turns it into a customer service opportunity

by James Bickers — Editor, Networld Alliance

Quick response and a proactive attitude turn what could have been a negative into a win for the brand.

The financial discipline of customer experience

For the retail CFO, customer experience needs to shift from a "nice to have" to a "must have."

Secrets of high-concept retailers

Retailers such as American Girl that forge their own path thrive, despite tough times.

Sunoco debuts new store layout

May 11, 2009

NEW YORK — CBX, a strategic branding, design and consultancy agency, has completed a new store layout for Sunoco's APlus-branded convenience store operation.

Avery Dennison announces mobile merchandising tool

May 10, 2009

PASADENA — Avery Dennison Corp. and Scanbuy Inc. have joined forces to produce a new mobile-merchandising solution that uses camera phone technology to enhance…

KIOSKCOM: Survey reveals consumer attitudes toward self-service

May 7, 2009

LAS VEGAS — During an educational session at the KioskCom Self Service Expo Thursday, attendees sampled exclusive results of consumer research that reveals…

Opinion: Retailers giving lip service to customer service

Noted retail trainer and author discusses how the concept of customer service has been watered down by many retailers.

Walmart unveils first Hispanic concept store

April 30, 2009

Progressive Grocer: "We are introducing a new and authentic shopping experience that will better serve the needs of the community and will be more relevant to…

Is price the only 'P' that matters?

Convenience-based value propositions are losing their appeal as people are repricing their free time.

Enhancing the In-Store Experience

Watch this exclusive presentation from GlobalShop 2009 featuring Brian Ardinger, Chief Marketing Officer at Nanonation. In today's market you need to figure…

Espresso Book Machine prints books on demand, while the customer waits

April 23, 2009

Times Online: Beginning next week a small revolution in bookselling will make searching for obscure, out-of-print and otherwise long-forgotten books a whole…

Finding the financial value of the customer

When making customer service decisions, consider the lifetime revenue each customer provides — and their potential for sending referrals.

Opinion: Loyalty is more than points programs

Building a perfect loyalty program requires a delicate balance between reward and customer effort — and online retailers are leading the way.