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.

Chrysalis Software launches outbound notification service for contact centers

August 16, 2010

Chrysalis Software Inc., a provider of contact center professional services and products, has introduced a cloud or premises-based multimedia information…

Greatness: Accelerating the Recovery, Part III

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

Retail Summit Review

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Reflections and Takeaways

Unbendable Customer Experience Rule #2

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Unbendable Customer Experience Rule #2 Make sure that what you do best−is what your customers want most.

Q&A: Rand Nickerson, OpinionLab

by James Bickers — Editor, Networld Alliance

The inventor of an iconic web feedback mechanism talks about the future of online retail.

How iPads are Going to Change the Face of Retail

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Tablet computing and inexpensive apps, similar to the Apple iPad platform, bring a host of new opportunities to interact with customers. Here are a few 

Unbendable Customer Experience Rule #1

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Regardless of how much you spend to support it, your brand is still no better than how your customers experience it.

Greatness: Accelerating the Recovery, Part II

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

Opinion: 'New retail experts' are here to stay

To prosper in a buyer-dominant world, you must stop thinking like yesterday’s seller and start thinking like today’s buyer.

Capture the voice of customers to improve the online retail experience

Phone, web and social channels all provide insight into customer wants and needs.

What I learned at the Retail Customer Experience Executive Summit

RCEES 2010 saw a solid mix of perspectives and best practices — and lots of takeaway lessons.

RCEES retrospective: Why are we settling?

by Bob Phibbs — CEO, The Retail Doctor

Customer service is such a broad term and so very, very beige. Or grey. Too many businesses talk about customer service but don’t know how to measure, train…

Rebuttal to Mary Hunt in Woman's Day Magazine: Retailers Don't Trick Customers

by Bob Phibbs — CEO, The Retail Doctor

Mary Hunt takes aim at retailers by telling Amiable personalities they are all wrong and should become like her, an Analytical. I hate this type of X-files…