Here, take the keys – a story of above-and-beyond customer service

by James Bickers — Editor, Networld Alliance

If you attended the Retail Customer Experience Executive Summit this summer, you got to spend some time with our vice president of events, Bobby Renaud. (If…

Zoning in for Best Buyers

by Lisa Biank Fasig — Director, JZMcBride and Associates

Looks like last year’s fine-tuning of Best Buy’s Reward Zone loyalty plan is paying off for the retailer, but time will tell if it is delivering for members.

Pricing: An Added Convenience?

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

Best Buy Geek Squad

by Jim Joseph — President, Lippe Taylor

If customer service is part of your brand proposition, then I've got a little "best in class" to share with you, IMHO.

Greatness: Accelerating the Recovery, Part III

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

Retail Summit Review

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Reflections and Takeaways

Unbendable Customer Experience Rule #2

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Unbendable Customer Experience Rule #2 Make sure that what you do best−is what your customers want most.

How iPads are Going to Change the Face of Retail

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Tablet computing and inexpensive apps, similar to the Apple iPad platform, bring a host of new opportunities to interact with customers. Here are a few 

Unbendable Customer Experience Rule #1

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Regardless of how much you spend to support it, your brand is still no better than how your customers experience it.

Greatness: Accelerating the Recovery, Part II

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

RCEES retrospective: Why are we settling?

by Bob Phibbs — CEO, The Retail Doctor

Customer service is such a broad term and so very, very beige. Or grey. Too many businesses talk about customer service but don’t know how to measure, train…

Rebuttal to Mary Hunt in Woman's Day Magazine: Retailers Don't Trick Customers

by Bob Phibbs — CEO, The Retail Doctor

Mary Hunt takes aim at retailers by telling Amiable personalities they are all wrong and should become like her, an Analytical. I hate this type of X-files…

Greatness: Accelerating the Recovery, Part I

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

Competition, What Competition?

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

A tale of two Apple fans

by James Bickers — Editor, Networld Alliance

I've so far resisted the urge to add to the number of electrons spilled over the whole iPhone 4 debacle, but a couple of very different reactions to the…

Card Sharps: How Hallmark reinvented its loyalty value proposition

by Sharon Goldman — Senior Director, COLLOQUY

Hallmark is an American classic, a nearly 100-year-old, third-generation family-owned company with deep roots in Kansas City, Missouri. But even long-standing…

Are Your Offerings Competitive?

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

No, Your Customer Can't Put Off the Purchase!

by Bob Phibbs — CEO, The Retail Doctor

If you can't find the energy to explain why waiting is not an option, you'll never make a sale in this economy. And the more expensive the item is that you…

Ready for the hook plus line and sinker in the store?

by Sharon Goldman — Senior Director, COLLOQUY

I needed to buy a down pillow. That’s how it started. I needed something softer than the hard, bouncy pillow I’d been sleeping on for months, so I thought…

The Aspirational Tourist

by Annamaria Turano — Executive Director, MCAworks

Remember your last out-of-town getaway?  You probably wandered into a few shops at your destination to browse, buy a few mementos, or just pass the time before…