Online retailer could benefit from some 'inside-the-box' thinking

One shopper presents a virtual case study on how not to deliver good customer service.

What AT&T's redesign can teach you about your stores

Especially for electronics and technology retailers, the human touch is becoming more important than ever.

The one sentence you should never, ever speak in customer service

by Micah Solomon — president, four aces inc

When a customer contacts you to complain about your service or product, or needs your help in addressing a service-related breakdown — what I refer to as…

Report: U.S. becoming a 'switching economy'

October 23, 2013

Despite having more data and insights into consumer desires and preferences, companies in the U.S. have failed to meaningfully improve customer satisfaction…

How to handle a retail customer complaint in 6 steps

by Bob Phibbs — CEO, The Retail Doctor

Have you ever tried to make a customer complaint but been unable to?

Australian specialty store inspires shoppers through technology

October 18, 2013

Choices Flooring, an Australian chain, has created its own store of the future with the help of interactive digital signage by Brisbane-based Prendi. Over the…

Macy's may break tradition and open doors on Thanksgiving

October 14, 2013

For the first time in Macy's 155-year history, certain store locations will open for business at 8 p.m. on Thanksgiving, according to a report in the Chicago…

Saks to introduce The Fifth Man concept shop

October 11, 2013

Chicago's flagship Saks Fifth Avenue store will offer men a "new lifestyle shopping experience all under one roof," said Tom Ott, senior vice president for…

Five ways you are losing retail customers

by Gary Edwards — Chief Customer Officer, Emathica

Customer loyalty is the backbone of every successful retail business. Although it is important to attract new customers, the real gauge of the brand's health…

Keynote speaker Lou Carbone at RCEES 2013

Lou Carbone, the "father of customer experience," gave the closing keynote address at this year's Retail Customer Experience Executive Summit. In this video…

The Brain Exchange: Customer service training

At this year's Retail Customer Experience Executive Summit, Retail Doctor Bob Phibbs led a table discussion on customer service training. Here is his brief…

The Brain Exchange: Employee-driven results

At this year's Retail Customer Experience Executive Summit, Evencia Leite of Trendsource led a table discussion on how to drive employee-driven results. Here…

Neiman Marcus, Bergdorf Goodman to permanently offer free shipping and returns

October 2, 2013

The Neiman Marcus Group announced that it would begin offering free standard shipping and returns for all domestic purchases made online and in-store. The…

How to replicate Disney's first-class customer experience

by Gary Edwards — Chief Customer Officer, Emathica

The Walt Disney Company has been pleasing audiences with its multi-faceted approach to entertainment since 1923. The envy of marketing executives around the…

Demandware offers retailers a low-cost move toward omnichannel

September 24, 2013

The cloud commerce technology provider Demandware today announced the unveiling of endless aisle functionality in its new Digital Store Solution. The function…

New eBay service allows UK shoppers to 'click and collect'

September 24, 2013

The Internet giant eBay has joined forces with the U.K. retailer Argos to offer a Click & Collect service, enabling shoppers to purchase products from…

What's in store for the 2013 holiday shopping season?

Five predictions for what retailers can expect this holiday season and how they can prepare.

The store is still the star: Takeaways from the DSA symposium

The Digital Screenmedia Association's recent event highlighted the innovation of in-store technology.

Target launches 'baby experience program' in select Chicago stores

September 19, 2013

Target announced this week the launch of an enhanced baby experience program in 10 existing Chicago-area stores.

Whole Foods launches training program for aspiring butchers

September 18, 2013

Whole Foods Market announced that it is launching an in-store Meat Apprenticeship Program for its team members interested in mastering the age-old profession…