Eight characteristics of successful retail concepts

What do Apple, Zappo's, REI, IKEA, Walmart and other successful retail brands have in common?

DIY Should Mean Saving Money At Home and the Store

by Lisa Biank Fasig — Director, JZMcBride and Associates

The latest grocery news is that the Kroger Co. is testing a new self-checkout technology. My question is: What’s in it for me?

Retaligent intros Charisma 1:1 clienteling and loyalty solution

January 9, 2011

Retail software company Retaligent Solutions Inc. recently announced its new retail-specific Customer Relationship Management (CRM) solution, Charisma 1:1.

Livetweet: Follow the NRF 2011 Big Show

This weekend, the retail world will converge on New York City for the NRF 100th Annual Convention & EXPO. The event takes place January 9-12 at the Jacob…

Shedding legacy practices is key to building great customer experiences

There is opportunity for those who grasp that customers will respond to an experience delivered from their point of view.

An Impeccable Customer Experience

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

When my children were younger and were called to a meal or wanted to help in the kitchen my wife always asked them if their hands were impeccably clean.  She…

Survey: Shipment tracking, live chat most desired e-commerce features

January 3, 2011

Online service provider Limelight Networks has announced the results of a survey of 1,600 consumers. Limelight Networks sought to determine what customers…

Unbendable Customer Experience Rule #4

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Bad customer experiences get the attention. Good ones get the profit.

Attention is Good, Isn't it?

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

The wrong kind of attention doesn't help retailers one bit when it comes to customer experience and word-of-mouth. 

Drugstore.com uses live chat, email management to improve customer experience, revenue

Drugstore.com utilizes a solution from RightNow Service, which includes Web self-service, agent desktop, live chat, email management and voice for order…

The top 10 Retail Customer Experience stories of 2010

by James Bickers — Editor, Networld Alliance

Practical information and tactics resonated loud and clear with readers this year.

Unbendable Customer Experience Rule #3

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Never let your business processes dictate your customer's experience.  More>>

2011 -- The Year of Retail Redesign

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

2011 will be the year of retail redesign. There are three reasons why this is true. The winners will be the stores that focus on value creation and do so by…

Why Your Incentive Plan Might Be Killing Sales

by Doug Stephens — President, Retail Prophet Consulting

New research into human motivation may hold some surprises for companies who have long held to the "carrot and stick" approach to incentives.  The truth is…

Five things customers hate about holiday retail

by James Bickers — Editor, Networld Alliance

Repetitive music, crowded aisles are on the list of things that can send shoppers screaming from your store.

Post Holiday Success: Maximizing the Season of Me

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

Starting December 26th retailers move into what I call the Season of Me. Customers will descend on your store for the next two weeks armed with gift cards…

Here's one way to fight the browse in-store, buy online trend

by James Bickers — Editor, Networld Alliance

… just not a very good way. Downright terrible, in fact.Consumerist got a tip on a specialty dancewear and shoe store that is sick and tired of people coming…

The Best Price

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

Do you have the best price?Are you sure?I recently saw an ad that said "We offer the best...at the best price." What does that mean?  What is the best price?

Holiday Shopping Dilemma

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

 ...when to buy.

The holiday retail frenzy begins, but what about long-term loyalty?

by Sharon Goldman — Senior Director, COLLOQUY

Every year, the holiday retail frenzy seems to start earlier and earlier. This time around, it seemed like the Halloween decorations weren't even put up before…