Opinion: Don't confuse customer service with customer experience

by James Bickers — Editor, Networld Alliance

February 23, 2009

Forrester analyst and prolific customer experience blogger Bruce Temkin writes about the need to keep a clear distinction between customer service and…

GK Software releases GK/Retail 12

February 22, 2009

SCHOENECK, Germany — GK SOFTWARE AG has announced the immediate availability of GK/Retail 12, the newest release of its Store Automation suite of products…

Putting your best customers to work for you

The best retailers don't just serve their customers — they put them to work, on behalf of the organization.

Independent booksellers hold tight to their niche

February 15, 2009

The Daily Herald (Chicago): They've battled the big guys, the Internet, the downward spiral of the economy. Now, in the tradition of all great drama…

Retail architect: Meet the new consumer

February 10, 2009

Jeffrey Hutchison, The Huffington Post: The current financial crisis has ushered in a new retail era which spells the end of shopping as we have known it…

Six commandments for retailers to survive

The former executive vice president of Men's Wearhouse shares wisdom needed to make it through the coming months.

Retail's need to bridge the 'empathy gap'

Commentator Judy Hopelain weighs in on brands that do a great job of understanding their customers — and those that do not.

Costco calls shoppers to warn them about recalled products

January 25, 2009

MSNBC: Jon Lowder usually disdains computer-generated telephone calls — "robo-calls," he grumbles — but when he got two this week from Costco Wholesale Corp.…

New research reveals the best retail customer experiences of the year

January 19, 2009

LOUISVILLE, Ky. — Retail Customer Experience magazine announced the publication of its inaugural Best Retail Customer Experiences report, a comprehensive…

Study: Customer experience is No. 1 retail priority in 2009

January 18, 2009

Multichannel Merchant: According to Retail Horizons: Benchmarks and Forecasts, a study released by the National Retail Federation at its annual convention…

NRF: Retaligent announces subscription plan for clienteling software

January 12, 2009

NEW YORK — Retail software company Retaligent Solutions Inc. announced two new programs designed to address the challenges retailers face when buying…

NRF: Clarity unveils POS 'Innovation Lane'

January 12, 2009

NEW YORK — Clarity Consulting today presented its "Innovation Lane" — a new POS technology concept system featuring Windows Embedded POSReady 2009 and unified…

NRF: Outgoing Wal-Mart CEO stresses opportunity

by James Bickers — Editor, Networld Alliance

H. Lee Scott, Jr. emphasizes an upcoming period of opportunity for both the nation and the retail industry.

Curiosk wine kiosk offers specialty retailer the expertise of a sommelier

Wine can be intimidating to shop for, so the Riverstone Wine Shoppe turned to Curiosk Marketing Solutions’ wine kiosk to help assist and educate its customers.

Employee training is no luxury — it's a necessity

January 8, 2009

Kansas.com: Though there is never a good time for an economic downturn, now is especially poor timing. Many companies are already experiencing huge gaps in…

Smaller stores honoring gift cards from large retailers

January 5, 2009

The Toledo Blade: For the fourth year, Culture Clash, a Toledo, Ohio, store that sells CDs, records, and pop culture merchandise, is accepting gift cards of…

One-third of online shoppers encountered problems this holiday season

January 4, 2009

MARINA DEL REY, Calif. — In what may have been the most closely-watched holiday shopping season in the short history of the online medium, some 36 percent of…

Top 10 customer experience resolutions for the New Year

by James Bickers — Editor, Networld Alliance

January 4, 2009

Bruce Temkin, customer experience blogger and vice president with Forrester Research, has just published his Top 10 resolutions companies should be making in…

Getting customers to complain

January 4, 2009

Going beyond comment cards to really understand shoppers is one key to loyalty.

Retail's new motto: Many happy returns

December 28, 2008

The News & Observer (N.C.): Employing new technology and softening some return policies, cash-strapped retailers are intent on making the returns process…