Netflix takes service outage, turns it into a customer service opportunity

by James Bickers — Editor, Networld Alliance

Quick response and a proactive attitude turn what could have been a negative into a win for the brand.

The financial discipline of customer experience

For the retail CFO, customer experience needs to shift from a "nice to have" to a "must have."

Bloomingdale's veteran: We need to react to changing shopper attitudes

May 6, 2009

Retail Week: Retailers need to work harder to persuade shoppers to start spending again in what is the most difficult time in the sector's history. That was…

Opinion: Retailers giving lip service to customer service

Noted retail trainer and author discusses how the concept of customer service has been watered down by many retailers.

Satisfying the customer whose credit has been denied

The retail credit scene is tough, but retailers don't have to bear the brunt of rejection.

Finding the financial value of the customer

When making customer service decisions, consider the lifetime revenue each customer provides — and their potential for sending referrals.

Live chat drives sales, satisfaction — but only when executed honestly

by James Bickers — Editor, Networld Alliance

Web retailers that offer live text-chat assistance can increase conversion and generate word-of-mouth, but poor or dishonest execution can spell disaster.

Office Depot offering free resumes, faxing

April 19, 2009

BOCA RATON, Fla. — Office Depot announced it is offering customers free copies of their resumes and free faxing from April 19 to May 30, 2009.

Opinion: Loyalty is more than points programs

Building a perfect loyalty program requires a delicate balance between reward and customer effort — and online retailers are leading the way.

Webinar: Behind the fall of a retail giant: Seven things every retailer can learn from the collapse of Circuit City

The recent collapse of once-great electronics retailer Circuit City sent shockwaves through retail – but to many, it wasn't entirely a shock. Two former…

Microsoft's Retail Experience Center: It's all about connectedness

by James Bickers — Editor, Networld Alliance

The Redmond giant's retail test lab focuses on connecting all the moving parts of a retail enterprise, right down to the customer level.

The retail power of suggestion

by James Bickers — Editor, Networld Alliance

A carefully worded farewell can often subliminally impact shoppers into coming back for more.

Zain launches 'store of the future' in Bahrain

Wireless service provider's new flagship store is an interactive retail experience.

The Benefits of Retail Kiosks

Few industries stand to gain more from self-service than retail. Learn how to get the most from kiosks and other digital merchandising technologies.

Designing the Shopping Experience: Five crucial steps

Price matters; so do availability, signage and advertising. But the feature that contributes most to a successful sale is the consumer's shopping experience.

Circuit City: What went wrong?

by James Bickers — Editor, Networld Alliance

As the once-great electronics retailer winds down, experts weigh in on what mistakes were made.

NRF, Shop.org Partner with Expo TV

March 17, 2009

WASHINGTON, D.C. — In an effort to gain more insight into what consumers are feeling, why they make certain decisions and how the economy has changed them…

Opinion: 12 ways to maximize the customer during a recession

The author of Retail Business Kit for Dummies weighs in with tips on how to get more out of each customer interaction and drive repeat business.

Tough times drive retailers back to basics

The economy is prompting a number of retailers to drop their experimentation with millennial marketing.

CEO: Retail entering a new era

March 8, 2009

Retail Solutions Online: Green Hills Market CEO Gary Hawkins offers an intriguing premise in a series of new position papers. He feels the retail industry is…