Express Scripts' Prescription...

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

 ...for using technology to irritate it’s customers.

Empathica launches mobile reporting solution for multi-unit retailers

November 18, 2010

Empathica Inc., a provider of customer experience management (CEM) solutions to more than 200 of the world’s most respected brands, has announced the launch of…

Study: Retailers' return policies often unclear, inconsistent

More than half do not include their return policy on their home page; one-quarter do not allow cross-channel returns.

An independent retailer's viral plea for business

by James Bickers — Editor, Networld Alliance

Here in my hometown of Louisville, Kentucky, one of the most iconic fixtures of the local retail scene for the past 25 years has been the music store Ear…

Rumors of the Death of Aspirational Shopping Are Greatly Exaggerated

by Bob Phibbs — CEO, The Retail Doctor

The goal of aspirational brands is to allow us to feel better about ourselves. That’s what we have always done. And always will do.

Pricing for Social Entrepreneurs

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

In order to do good...

Execs from Macy's, Brooks Brothers, Disney, HSN headline NRF's 100th Annual Convention

November 1, 2010

When the National Retail Federation's 100th Annual Convention arrives in New York in January, 100 years of history will come along with it, as well as some of…

Why Apple Will Dominate Location Based Marketing

by Doug Stephens — President, Retail Prophet Consulting

Location based services are quickly becoming the marketers most powerful tool to reach consumers in a contextual and relevant way.  But could an unlikely…

Educating Consumers

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

 Are you stimulating consumption...

Opinion: Customers want relationships, not low prices

Retailers need to solve the customer's problem, but also deliver satisfaction on an emotional level.

As consumers spend less, they expect more from retailers

A focus on long-term relationships, customer advocacy can protect against price erosion.

I'm Worth It!

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

 Why do buyers pay premium prices...

Price Chopper learns a social media lesson

Social media offers great potential for making connections, and that comes with its own unique set of risks.

Here, take the keys – a story of above-and-beyond customer service

by James Bickers — Editor, Networld Alliance

If you attended the Retail Customer Experience Executive Summit this summer, you got to spend some time with our vice president of events, Bobby Renaud. (If…

Reducing Abandoned Shopping Carts with Live Help

Click-to-chat and click-to-call options can help retailers turn shoppers into buyers.

Zoning in for Best Buyers

by Lisa Biank Fasig — Director, JZMcBride and Associates

Looks like last year’s fine-tuning of Best Buy’s Reward Zone loyalty plan is paying off for the retailer, but time will tell if it is delivering for members.

Target launches new services for electronics buyers

August 24, 2010

Target has announced three new consumer electronics services that will provide guests with an enhanced shopping experience both in-store and at home …

Pricing: An Added Convenience?

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

Best Buy Geek Squad

by Jim Joseph — President, Lippe Taylor

If customer service is part of your brand proposition, then I've got a little "best in class" to share with you, IMHO.

Best Retail Customer Experiences 2010 winners announced

by James Bickers — Editor, Networld Alliance

More than 1,000 consumers voted on the best retail experiences in eight segments and across multiple attributes.