A customer service journey map can lead to instant gratification

by Shep Hyken — CAO, Shepard Presentations

Customer experience expert outlines how a customer journey map can lead to instant gratification and avoid 'instant misery' for customers.

Learn why 'Fitting Rooms Matter'

'No buying decision is final until the try-on is complete!' says fitting room expert and Alert Tech CEO Marge Laney, who's on a one-woman mission to improve…

San Francisco Soup Company executive discusses the restaurant's use of BLE beacons

Clayton Chan, COO for San Francisco Soup Company, discusses the restaurant chain's use of BLE beacons.

How to turn angry customers into customer evangelists

by Shep Hyken — CAO, Shepard Presentations

Like most brilliant ideas, the premise is simple, but the results are excellent. It not only resolves the customer's complaint and restores confidence in the…

Your employees are your brand

by Ron Zamir — President and CEO, Allen Communication

There is a direct tie to loyalty and retention between how companies treat their employees and how they treat their customers.

PetSmart and Amazon.com earn top customer experience ratings

March 16, 2015

PetSmart and Amazon.com deliver the best customer experience in the retail industry, according to the 2015 Temkin Experience Ratings, an annual ranking of…

2015 Retail Customer Experience Top 100

Consumers weigh in on the top brands in four categories, including overall customer experience.

Presented by RetailCustomerExperience.com

Customer service strategy: Deliver value with time

by Shep Hyken — CAO, Shepard Presentations

Your customers want you to know this: "Value my time and you value me." It's part of delivering amazing service.

Five innovative Barcelona retailers creating muy bueno customer experiences

by Bryan Pearson — President, LoyaltyOne

When most people think of Barcelona, the first features that come to mind are its unusual architecture, rich history and Catalan cuisine. But the area is also…

Why customer service and branding are the same thing

by Andrew Sharpe — Retail Strategist, BRANDSPANK

If you aren't investing in customer service, you're omitting the most influential piece of your brand's story.

Teach, coach, and ride

by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC

The faster employees apply what they learn, and receive additional feedback, the faster they learn the skill and benefit from it.

Three micro-trends of the retail customer experience

by Jeannie Walters — Chief Customer Experience Investigator, 360Connext

There are several ways the retail customer experience is actually becoming smaller, and it seems to be a good thing for sales and customers.

Five ways to lose a customer

by Shep Hyken — CAO, Shepard Presentations

Customer service doesn't have to be terrible to drive shoppers away. Indifference and lukewarm attitudes are bad enough.

Is it time to draw a line in the sand for your underperformers?

by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC

The first time there is an issue with a retail employee, it needs to be addressed. If it happens again, you have a problem with the employee. If it continues…

C-store chain Thorntons targeting 1M loyalty members by end of Q1

January 26, 2015

Chain's Paytronix-powered Refreshing Rewards program should hit 1 million registered customers in first seven months.

Customer service strategy: To serve and protect

by Shep Hyken — CAO, Shepard Presentations

If you strive to "serve and protect" customers by selling them what they truly need, you will earn their trust and confidence. And over time, that translates…

Retail customer engagement comes into focus at NRF Big Show

by Will Hernandez — Editor, NetWorld Media Group

Panelists discuss the need for merchants to build great experiences in physical enviroments and use mobile to enhance interaction.

Fueling the fire: Motivating your staff over the next week

by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC

Take a lesson from the 'age of rail' to keep your stores humming through this last week of holiday shopping.

How to ensure stellar customer engagement for 2015

by Jeannie Walters — Chief Customer Experience Investigator, 360Connext

Getting retail employees to engage with customers is tough. Here are four things you can do to help them succeed.

A customer service robot lands a retail job

by Jeannie Walters — Chief Customer Experience Investigator, 360Connext

Lowe's is experimenting with customer service robots. What could possibly go wrong?