No teller of loyalty

by Lisa Biank Fasig — Director, JZMcBride and Associates

Got a surprising piece of news in the mail recently from my bank. Effective July 1, it said, I will no longer be able to earn reward points on purchases made…

Customer experience lessons from Red Bull

Here are four ways the energy drink brand uses unconventional thinking to stand apart from its competition.

Opinion: Retailers, manufacturers need to work on collaboration

Collaboration shouldn't be exclusive to a new product launch, promotion or supply chain initiative.

You can't sell a Rolex like a Ram Truck

by Bob Phibbs — CEO, The Retail Doctor

More and more brands are opening their own retail outlets in an effort to make their brand stand out. But more importantly to control their image.

Study: UK online customer service needs improving

June 20, 2011

A new report from Eptica, a UK-based provider of customer interaction management software, surveyed the online customer service practices of 100 leading UK…

FurstPerson launches Web-based retail-hiring solution

June 12, 2011

FurstPerson Inc., a provider of on-demand, pre-employment assessments and talent management solutions for customer contact organizations, today introduced an…

Walmart MoneyCenter kiosks should have retailers, banks shaking in their boots

June 12, 2011

According to Bank Investment Consultant.com, Wal-Mart Stores Inc. recently announced that it will be rolling out automated kiosk-based versions of its…

Fashion retailer Donna Karan chooses QuickAssortment to create options for client preferences

June 9, 2011

The Donna Karan Company, the international fashion retailer, is implementing a new merchandise, store and assortment planning software solution.

How much does it cost to be rude?

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Consumer Reports July 2011 edition tells us that "Sixty-four percent of respondents said that during the previous 12 months they had left a store because…

Saks Fifth Avenue to accelerate customer-centric transformation

June 8, 2011

Luxury retailer Saks Fifth Avenue has appointed 5one, a global retail consultancy, to assist in the on-going transformation of Saks to a more customer-centric…

Are your store operations preventing sales?

by Harry Friedman

Have you ever had someone ask you the reason behind one of your policies or procedures, such as not accepting any deliveries on Tuesdays? Or, maybe you've had…

Five tips for ruining a customer's experience

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

On a recent shopping trip to the local mall, it seems like everywhere I went some small but annoying thing happened that negatively affected my experience.

Scarcity mentality: Boon or bane?

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

Actually it could be either, depending upon where it exists.

Four essential steps for acquiring and retaining today's connected customer

Globalization and technology are transforming retail customers at a velocity never before experienced.

Retail Case Study: Store Ops Analytics

This solution, featuring Cisco video surveillance integrated with SCOPIX Solutions data analytics and dashboard tools, helps a large sporting goods chain…

Kroger offers $1 per gallon fuel discount to loyal shoppers

May 30, 2011

According to the Lancaster Eagle Gazette, the Kroger Co. is expanding its fuel discount program, in which regular shoppers can get up to a $1-per-gallon…

The Retail Defense Team: Protecting stores from customers in a mall near you

by Harry Friedman

Lease Line Deputies. Perhaps you've seen them. Perhaps you've had one working in your store. They're found in most retail malls, standing in front of their…

Wowing Customers Doesn’t Come With A Groupon

by Bob Phibbs — CEO, The Retail Doctor

I was reading a blog about using Groupon for a restaurant and a posted comment stood out, "... the key is adding value, so that when they use their Groupon at…

Guy Kawasaki on enchantment in retail

by Doug Stephens — President, Retail Prophet Consulting

I caught up with author, speaker and investor Guy Kawasaki to discuss his new book Enchantment: The Art of Changing Hearts, Minds and Actions. Specifically, I…

NFC in the UK

Orange and Barclaycard introduce U.K.'s first contactless payment product