The future of customer service is now

by Shep Hyken — CAO, Shepard Presentations

The 'customer service experience' encompasses every interaction, or touchpoint, that a customer has with your company; deliver value, and the customers will…

KFC franchisee using video intel solution to reward employees, improve customer experience

April 15, 2015

Instant, actionable video intelligence from Envysion contributes to two percent improvement in bottom line across KFC stores in six months, claims the company.

BJ's Restaurants exec discusses benefits of chain's mobile app

Tim Hackbardt, VP of Marketing for BJ's Restaurants, talks about the many ways the chain's mobile app improves the customer experience.

mPOS 101

What merchants need to know about mobile point-of-sale technology.

The ultimate retail disruptors: Shoppers are the new POS

by Chris Petersen — Owner, IMS

Why do retail stores still have "cash registers"?

How retailers can win by making things easier

by Pat Bakey — General Manager Consumer Industries, SAP

The world is becoming more complicated, and technology is to blame. Here's a look at how technology can make things simpler again.

Returns are key for retaining UK customers, according to new research

April 7, 2015

More than 83 percent of consumers would stay loyal to a retailer with an easier returns delivery service, but majority expect a free service and more…

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.