Do your customers say they love you?

by Jeanne Bliss — Founder, CustomerBliss

Are customers saying they love you?  At yelp, epinions, Twitter and hundreds of websites every day, customers who are treated well are not bashful about…

Bank of America's CEO: Brave or naive?

by Colin Shaw — Founder & CEO, Beyond Philosophy

I have seen so many proclamations like the one Brian Moynihan, CEO of Bank of America sent to his 270,000 employees recently stating they needed to improve…

Best Buy to join the price-match party

February 18, 2013

Best Buy has announced that it will officially throw its hat into the permanent price-matching ring, Reuters reported. Beginning on March 3 the electronics…

Customer service will transform your business ... starting today

by Micah Solomon — president, four aces inc

Customer service–exceptional, consistent, customer-centered service–can transform your business more quickly than nearly any other advantage.

Article: With in-store and online offerings, its okay to be different

February 13, 2013

With the rise of omnichannel, a retailer must reformulate in order to integrate all of its shopping channels. Part of this undertaking includes finding the…

Stage, actors, script: Great theater and retail

by Chris Petersen — Owner, IMS

One only needs to peruse the retail headlines to see the wide ranging discussion on the importance of customer experience in retail. In IMS Retail University…

JC Penney arms employees with mobile checkout

February 11, 2013

JCPenney's roving employee checkout system is up and running at several locations, according to an article on bellinghamherald.com.

Giving shoppers what they don't know they want

by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.

The National Grocers Association and Supermarket Guru released some teaser facts from their Consumer Panel Survey that will be released at the annual…

Kiosk replaces coupon clipping with convenient deals (Video)

Zebra Technologies discusses its latest solution that makes couponing easier for both the shopper and the retailer.

Micah Solomon, Dr. Chris Petersen added to Retail Customer Experience Executive Summit agenda

February 6, 2013

The fourth annual Retail Customer Experience Executive Summit will take place August 13-14 at the Hard Rock in San Diego.

Customers test showers and ovens at Cali home supply store

February 5, 2013

The kitchen and bath specialty store Fixtures Living is going big on the "try before you buy" approach.

Tesco installs Cummins Allison coin-counting kiosks

February 5, 2013

Cummins Allison today announced that the U.K grocery chain Tesco has installed more than 15 Money Machine self-service coin counters in its Superstores and…

To bundle or not to bundle?

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

Business owners can’t seem to win. If they bundle their offerings, customers ask for itemization of the various components with the price of each clearly…

An amazing customer experience from TSA?

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

Last Friday I was in line for security at Logan airport. I noticed that there was only one agent checking IDs, so I figured this was going to be a long and…

Sporting goods store unveils 'retail lab' with in-store tech

January 29, 2013

The Canadian sporting goods retailer Sport Chek today unveiled a tech-heavy retail lab at its flagship store in Toronto. Utilizing interactive kiosks, digital…

Apple granted patent for "distinctive design" of stores

January 24, 2013

Retailers looking to take a page from Apple's playbook on store design and layout now have to worry about copyright infringement. The U.S. Patent &…

Commentary: When driving customer loyalty, less is more

Overloading a program with benefits is not the most effective approach.

Target's price matching: Revolutionary or redundant?

by Natalie Gagliordi — Editor of KioskMarketplace.com, Networld Media Group

Deciding whether to match online prices with brick-and-mortar benefits is a growing retail conundrum.

Elo targets retail digital signage

January 21, 2013

Elo Touch Solutions, a global supplier of touch-enabled technology, has launched new interactive digital signage and mobile touch-computing…

Latest Voxware study examines consumer return habits

January 18, 2013

Voice solution provider Voxware released research this week on consumer product returns. The findings highlight why consumers return items purchased online or…