Email is the worst channel for customer service

March 23, 2008

SME Web: Email is officially the UK's worst channel for customer service, according to research. eService provider Transversal's third annual Multi-channel…

Apparel retailer benefits from cross-channel integration

March 23, 2008

Internet Retailer: Title Nine sells women's sports apparel online, in stores and through a catalog, and two years ago had three separate systems for…

Think globally, sell locally

March 19, 2008

Cultural sensitivity can attract ethnic customers.

Study: U.K. retailers not embracing multi-channel

March 19, 2008

LONDON — A new study by Foviance and RXPerience reveals that only a handful of retailers are managing to integrate their various sales channels effectively…

Hiring time

March 18, 2008

Experts say a recession is the perfect time to build your team.

GlobalShop: Day 1 news roundup

by James Bickers — Editor, Networld Alliance

March 17, 2008

CHICAGO — Today was opening day for GlobalShop 2008, the 16th installment of the trade show devoted to store design, visual merchandising and in-store…

Personas connect retailers, shoppers

by James Bickers — Editor, Networld Alliance

Fictional customers can lead to real-world improvements.

Is it the end of an era for enclosed malls?

by James Bickers — Editor, Networld Alliance

March 11, 2008

Blogger Heather Strang at Retail Design Diva is mourning the apparent death of the enclosed mall, noting that a new one hasn't been built in the United States…

Making retail Web sites more accessible

Experts offer tips on making e-commerce sites useful to all users.

Harris poll: Consumers expect retailers to know their preferences

March 10, 2008

Advertising Age: A Harris Interactive poll finds that a whopping 95 percent of people believe it is at least somewhat important that companies know "who I am…

Bergdorf Goodman named 2008's best customer experience

March 9, 2008

NEW YORK — High net-worth consumers rated Bergdorf Goodman the retailer that offers the best customer experience in the 2008 Luxury Customer Experience Index…

Fotozines revive novelty concept

Theme park favorites making their way into malls, cinemas.

Airport retail, foodservice trending toward more local flavor

March 4, 2008

The Salt Lake Tribune: Airports are responding to longer passenger wait times by improving the quality and focus of their retail and restaurant offerings.

U.S. retailers just beginning to understand customer experience, report says

by James Bickers — Editor, Networld Alliance

February 27, 2008

Forrester Research has published "The State of Experience-Based Differentiation," a summary of its recent survey of 287 customer experience decision-makers…

Starbucks closes 7,100 stores for training

February 26, 2008

Wall Street Journal: Starbucks Corp. retaught baristas how to make espresso shots, steam milk and hand drinks to customers while it shut down nearly 7,10…

Opinion: the shopping experience can be more important than the product

February 24, 2008

Advertising Age: Nordstrom executives long have made it their business to do whatever is necessary to please the consumer — everything from stocking every…

Customer satisfaction down overall, up online

February 19, 2008

Medill Reports: Another explanation for lackluster consumer spending emerged Tuesday when the University of Michigan's American Customer Satisfaction Index…

Borders concept store includes digital services

February 13, 2008

USA Today: Borders' new concept store, located in its home town of Ann Arbor, Mich., features a digital center where customers can download music or books…

Ramping up accessibility

February 12, 2008

Accessibility not only is the law, it's good business. Here's how to stay legal and profit at the same time.

Up close and personal

February 12, 2008

Becoming familiar with customers builds lasting loyalty.