Kimpton Karma brings big data full-circle

by Bryan Pearson — President, LoyaltyOne

The boutique hotel chain, long known for delivering personalized experiences, has reincarnated its loyalty program, InTouch, to one that better reflects the…

Four tips for leading lasting change that leads to higher sales

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

Your store staff has been doing things a certain way for a long time, and simply telling them they need to do something different doesn't work.

The power of consistent customer service

by Adam Toporek

A few of the reasons why consistency is important and why focusing on basics is a first step to creating consistent experiences.

Three common mistakes businesses make with customer experience

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

There are some common traps in customer experience design that can work in opposition to your goals.

Lucchese using gamification for employee training

June 23, 2014

Experticity, a platform for building and rewarding expertise in sales associates, has been chosen by footwear retailer Lucchese to elevate associates…

To drive store traffic, give shoppers something they can't get online

by Chris Petersen — Owner, IMS

Effective retail strategy is about where and how a retailer can engage consumers at experience touch points in the journey.

Ken Blanchard on giving 'legendary service'

by James Bickers — Editor, Networld Alliance

The key is to create a culture in which employees truly care, says one of the world's most respected authorities on leadership.

How to be a more prescriptive retail manager

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

Every performance development plan needs to contain both a diagnostic and prescriptive element.

How to add additional value to your products

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

How retail associates handle and present products to customers adds to, or reduces, the perceived value.

Offering great customer experiences when things go wrong

by Clare Evans

Good brand experiences are what keep customers coming back for more, but bad experiences can take a lifetime to erase.

How Automated Retail Can Increase Profits and Improve the Customer Experience

Traditional retailers are facing challenges from a hose of new channels, and it's critical for them to adapt to survive.

USAA, Amazon.com top annual customer service ratings by Temkin Group

May 21, 2014

Based on a study of 10,000 U.S consumers, USAA's banking business took the top spot in the 2014 Temkin Customer Service Ratings, which rates 233 companies…

Why your customer service has to include selling

by Bob Phibbs — CEO, The Retail Doctor

In addition to acquiring new customers, retailers need to focus on selling more to their existing ones.

CXPA announces Customer Experience Innovation award winners

May 14, 2014

The Customer Experience Professionals Association (CXPA), an international non-profit organization created to guide and enhance the growing professional field…

Improving your culture by sharing your story

by Andrew Sharpe — Retail Strategist, BRANDSPANK

Over the past few years the concept of "storytelling," from a marketing and branding perspective, has gained tremendous momentum. To someone like me, I see…

How to be smart in a world of dumb retail mistakes

by Kristen Gramigna — Chief Marketing Officer, BluePay

There are no "magic bullets" that will instantly transform your retail store into a customer magnet. But there are steps you can take to avoid sabotaging…

The rise of the millennial and what it means for retail

by Clare Evans

Making up a fourth of the population and responsible for over $600 billion in annual marketplace spending, it is little wonder that retailers are racing to win…

The two sides of customer service training

by Shep Hyken — CAO, Shepard Presentations

Understanding what it means to deliver great customer service and being the type of person who can deliver it are two very different things. Anyone can read…

Speed and quality: Must they be mutually exclusive?

by Jeannie Walters — Chief Customer Experience Investigator, 360Connext

Speed vs quality: Which is more important to your customers? And what impact does each of them have on the customer experience?

Is the Apple retail model right for your company?

by Kristen Gramigna — Chief Marketing Officer, BluePay

With more than 9,000 stores at its peak, Blockbuster enjoyed a competitive advantage that no rival could duplicate. But with the ease and convenience of online…