The Art of Waiting

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

When Apple Computer announced the Apple Store, more than one industry pundit predicted the project’s demise. "Apple is a technology company," they said. "They…

Does Starbucks’ new free Wi-Fi offer really raise the loyalty bar?

by Sharon Goldman — Senior Director, COLLOQUY

No one who loves Starbucks doesn’t love the fact that they’re now offering free Wi-Fi in its over 6500 locations, right?  My question is: How much will this…

Why Your Best Managers Have To Drink

by Bob Phibbs — CEO, The Retail Doctor

Driver personalities are the natural leaders.  When they are second-guessed, their motives and methods questioned and they are not allowed to shine, or made to…

Flying Blind

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

How FTD lost a customer for life

by James Bickers — Editor, Networld Alliance

My heart sank yesterday morning when I went to check my Facebook feed and saw this message from a friend:

Curves: Lessons in Creating a Community

by Annamaria Turano — Executive Director, MCAworks

One summer, not too long ago, I joined a 2nd gym as I was out of town most weekends.  A charming low-frills outpost of Curves. 

The Value of Employee Experience

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Now is the time to focus on all aspects of your employee experience. 

Fuel perks plus retail equals savvy loyalty play

by Sharon Goldman — Senior Director, COLLOQUY

With an economy that is recovering slowly and still keeping millions of Americans unemployed and in a recession-based, purse-strings-tightening mode, it’s…

Opinion: Why mystery shopping isn't enough for retailers

A customer feedback expert offers four reasons why mystery shopping is insufficient for capturing the voice of the customer.

Zappos takes the high road once again, bites a $1.6 million bullet

by James Bickers — Editor, Networld Alliance

For some companies, a mistake is an opportunity to shirk responsibilities and start passing blame around (*cough* BP *cough* Transocean), but for others, it is…

Retail Review: Total Wine & More

For fans of potent potables, a mind-blowing experience awaits within an old Circuit City location.

Should You Recruit Gay Men To Sell Your Merch? Maybe

by Bob Phibbs — CEO, The Retail Doctor

The Expressive is the spark-plug to your crew. They are the one that adds color, excitement and fun. Is that a gay thing? No, Bob Phibbs says it is an…

Retail Doc to lead interactive session at Retail Customer Experience Executive Summit

May 16, 2010

Bob Phibbs, retail training guru and author of "The Retail Doctor's Guide to Growing Your Business," will lead an interactive session on the first full morning…

The difference between customer experience and customer service

by James Bickers — Editor, Networld Alliance

"Customer experience" remains a nebulous term for many people, akin to when Supreme Court Justice Potter Stewart admitted that he couldn't define what made…

Sword Ciboodle identifies the 'Customer Engagement Continuum'

May 12, 2010

Sword Ciboodle, a provider of customer-oriented business software and services, today announced three new product modules in response to a new marketplace…

Online retailers refining delivery options

May 10, 2010

According to SupplyChainStandard.com, a survey by multichannel logistics operator iForce indicates that online retailers are refining their delivery options…

NCR showcasing new era c-tailing solutions at FMI 2010

May 10, 2010

NCR Corp. will demonstrate its converged retailing — c-tailing — solutions for multichannel retailers in booth #1952 at FMI 2010, the largest food industry…

Let's Call Customer Service Counters What They Are: Damage Control

by Bob Phibbs — CEO, The Retail Doctor

Customer service to me happens prior to the sale. Damage control is what happens after. Frequently it is run by people dis-empowered to do anything but cut…

Accenture study says high-tech companies need to improve the consumer experience

May 9, 2010

Accenture today announced that new research it has done shows that communications and high-tech companies — many of which are falling short in their customer…

Four lessons to learn from the success of Miracle Mile Shops

by James Bickers — Editor, Networld Alliance

The Vegas shopping destination has posted double-digit growth for four consecutive months. Here's how.