10 Reasons Your Retail Competitors Have More Business Than You

by Bob Phibbs — CEO, The Retail Doctor

If I hear one thing over and over from small business owners its, "I just need more customers." Heard it before 9/11, heard it after, heard it during the…

April Quote

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Are the experience you offer customers and the stories they share about you the same?

Making Retail Work: What To Say Before They Go Out The Door

by Bob Phibbs — CEO, The Retail Doctor

Giving thought to what employees should say as customers leave is something most of us never consider when trying to build sales. I'm reminded of my first…

Four areas for improvement in retail online marketing

From social networking to grass-roots PR, here are simple ways to get more results from your online efforts.

What does the iPad mean for retail self-service?

Software providers are already developing employee training and customer service apps for the new Apple device.

Loyalty programs: what works, what doesn't

Perhaps not surprisingly, the least costly methods of building and maintaining loyalty are often the least effective.

Just for you... here's the one word that matters

by Susie Pecuch — Client Contact, The Customer Experience Architects

Amidst the many fancy and impressive business theories, advice and strategies for retail success, there is actually only one word that really matters.

Study: Women buying more online in response to poor customer service

April 4, 2010

A recent survey by VibrantNation.com, an online community for women over 50, reveals that Baby Boomer women are shifting their clothing purchases online…

Overcoming the sameness of retail

These four practical tips can help retailers rediscover their brands, and stand out from the competition.

The Art of Saying "No"

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

Whose Brand Is It Anyway? How To Stifle A Business: Us Versus Them

by Bob Phibbs — CEO, The Retail Doctor

One of my first clients was a Best Western hotel nearly twenty years ago and I’m going to share with you about them to illustrate a common challenge to…

Retail Customer Experience: Change or Die

by Bob Phibbs — CEO, The Retail Doctor

To compete in 2010 you've got to ask the hard questions and then find the answers. Generations of Americans have owned their own jewelry store and generations…

Ten retail IT predictions for 2010

At the heart of the coming year is a focus on the "new shopper."

New Orleans - The Ultimate Customer Experience?

by William Cusick — President, Customerspectives

I just got back from three days on a business junket of sorts in the Big Easy. I've been to NOLA a few times and the after-effect is always the same: I need…

Viewpoints, ForeSee partner for online customer satisfaction measurement

February 16, 2010

ForeSee Results and Viewpoints Network have announced they will be joining forces to provide Viewpoints.com and Viewpoints Technology Platform (VTP) clients…

Study: Consumers desire better 'touch and feel' shopping experience

February 16, 2010

Three out of four consumers still want to visit a physical retail store when buying a communications product or service, but they are not very satisfied with…

Report: Customer satisfaction strong in 4Q 2009

February 15, 2010

Customer satisfaction with the goods and services that Americans buy remains strong in the fourth quarter of 2009, according to the American Customer…

Survey: Wegmans is top supermarket, Costco favorite mass grocer

February 8, 2010

Wegmans and Costco were selected as the No. 1 grocery retailers in a consumer survey conducted by Market Force Information Inc., a worldwide leader in customer…

Benchmark in-store experiences to define, measure and boost results

Customer experience programs established in the first quarter can pay dividends year round.

Sears goes above and beyond for police widow

Old-fashioned customer service values are on display in Pennsylvania, where the retailer is coming to the aid of the wife of a fallen officer.