Saks to introduce The Fifth Man concept shop

October 11, 2013

Chicago's flagship Saks Fifth Avenue store will offer men a "new lifestyle shopping experience all under one roof," said Tom Ott, senior vice president for…

Five ways you are losing retail customers

by Gary Edwards — Chief Customer Officer, Emathica

Customer loyalty is the backbone of every successful retail business. Although it is important to attract new customers, the real gauge of the brand's health…

Keynote speaker Lou Carbone at RCEES 2013

Lou Carbone, the "father of customer experience," gave the closing keynote address at this year's Retail Customer Experience Executive Summit. In this video…

The Brain Exchange: Customer service training

At this year's Retail Customer Experience Executive Summit, Retail Doctor Bob Phibbs led a table discussion on customer service training. Here is his brief…

The Brain Exchange: Employee-driven results

At this year's Retail Customer Experience Executive Summit, Evencia Leite of Trendsource led a table discussion on how to drive employee-driven results. Here…

Neiman Marcus, Bergdorf Goodman to permanently offer free shipping and returns

October 2, 2013

The Neiman Marcus Group announced that it would begin offering free standard shipping and returns for all domestic purchases made online and in-store. The…

How to replicate Disney's first-class customer experience

by Gary Edwards — Chief Customer Officer, Emathica

The Walt Disney Company has been pleasing audiences with its multi-faceted approach to entertainment since 1923. The envy of marketing executives around the…

Demandware offers retailers a low-cost move toward omnichannel

September 24, 2013

The cloud commerce technology provider Demandware today announced the unveiling of endless aisle functionality in its new Digital Store Solution. The function…

New eBay service allows UK shoppers to 'click and collect'

September 24, 2013

The Internet giant eBay has joined forces with the U.K. retailer Argos to offer a Click & Collect service, enabling shoppers to purchase products from…

What's in store for the 2013 holiday shopping season?

Five predictions for what retailers can expect this holiday season and how they can prepare.

The store is still the star: Takeaways from the DSA symposium

The Digital Screenmedia Association's recent event highlighted the innovation of in-store technology.

Target launches 'baby experience program' in select Chicago stores

September 19, 2013

Target announced this week the launch of an enhanced baby experience program in 10 existing Chicago-area stores.

Whole Foods launches training program for aspiring butchers

September 18, 2013

Whole Foods Market announced that it is launching an in-store Meat Apprenticeship Program for its team members interested in mastering the age-old profession…

Why Jerry Seinfeld is a customer service consultant

by Micah Solomon — president, four aces inc

"We're craving the nondigital even more these days, the authentically human interaction," says Jerry Seinfeld, explaining (I would argue) not just live standup…

A brainstorming tool to use with your staff

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

Your employees are a tremendous source of information and insight. They can share how to deliver a better customer experience, or how to sell more. They might…

Jim Knight on how to find, hire and keep the right people

Training and business culture veteran Jim Knight was the opening keynote speaker at this year's Retail Customer Experience Executive Summit, held August 13-1…

NRF issues statement on employee strikes

August 29, 2013

Responding to today's low-wage retail workers strike (or "planned labor action" according to some), impacting chains such as Walmart, Macy's, Sears and Dollar…

Customer loyalty: Woody Allen vs. your local ATM

by Micah Solomon — president, four aces inc

In my years as a customer service consultant, I've yet to hear a customer blurt out anything that sounds like this:

Best Buy's new look

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

A little over a year ago I had the worst buying experience I’ve ever had at my local Best Buy store. I thought that the two associates in front of me were…

NRF puts focus back on benefits of retail jobs

August 27, 2013

As wage discontent still looms over the retail and foodservice industries, brands from both sectors have begun fighting back with PR campaigns aimed at…