Study: Customer experience is No. 1 retail priority in 2009

January 18, 2009

Multichannel Merchant: According to Retail Horizons: Benchmarks and Forecasts, a study released by the National Retail Federation at its annual convention…

NRF: Retaligent announces subscription plan for clienteling software

January 12, 2009

NEW YORK — Retail software company Retaligent Solutions Inc. announced two new programs designed to address the challenges retailers face when buying…

NRF: Clarity unveils POS 'Innovation Lane'

January 12, 2009

NEW YORK — Clarity Consulting today presented its "Innovation Lane" — a new POS technology concept system featuring Windows Embedded POSReady 2009 and unified…

Employee training is no luxury — it's a necessity

January 8, 2009

Kansas.com: Though there is never a good time for an economic downturn, now is especially poor timing. Many companies are already experiencing huge gaps in…

Smaller stores honoring gift cards from large retailers

January 5, 2009

The Toledo Blade: For the fourth year, Culture Clash, a Toledo, Ohio, store that sells CDs, records, and pop culture merchandise, is accepting gift cards of…

One-third of online shoppers encountered problems this holiday season

January 4, 2009

MARINA DEL REY, Calif. — In what may have been the most closely-watched holiday shopping season in the short history of the online medium, some 36 percent of…

Top 10 customer experience resolutions for the New Year

by James Bickers — Editor, Networld Alliance

January 4, 2009

Bruce Temkin, customer experience blogger and vice president with Forrester Research, has just published his Top 10 resolutions companies should be making in…

Getting customers to complain

January 4, 2009

Going beyond comment cards to really understand shoppers is one key to loyalty.

Retail's new motto: Many happy returns

December 28, 2008

The News & Observer (N.C.): Employing new technology and softening some return policies, cash-strapped retailers are intent on making the returns process…

Expert: One big checkout line better than multiple small ones

by James Bickers — Editor, Networld Alliance

December 23, 2008

As shoppers rush to stores like Best Buy in the waning hours of the 2008 holiday shopping season, lines get longer and longer at the checkout lanes. Some…

Carphone Warehouse starts measuring customer experience

December 18, 2008

Retail Week: Carphone Warehouse is the latest retailer to work with Fizzback to assess the experience it provides to customers. Fizzback's technology allows…

Independent retailers tout their differences this holiday

December 14, 2008

Indianapolis Business Journal: Unlike their larger counterparts, locally owned merchants aren't pushing deep discounts to lure shoppers through their doors.

Limo rides, employee discounts: retailers pull out the stops to woo shoppers

December 10, 2008

ABC News: Some stores and malls are trying to lure shoppers by treating them like A-listers, offering massages, drinks and a chance to relax at "rejuvenation…

Study: Online shopper satisfaction holds steady

December 9, 2008

ANN ARBOR, Mich. — Despite a decrease in online shopper satisfaction on Cyber Monday year-over-year, customer satisfaction with retail Web sites has remained…

Intelligent Queue Management System monitors, improves queue performance

December 3, 2008

ATLANTA, Ga. — As shoppers curb spending, retailers are turning to less traditional technologies, such as advanced infrared technology, to improve customer…

Study: Retailers underperforming on customer service

November 20, 2008

MOUNTAIN VIEW, Calif. — eGain Communications Corp., provider of multichannel customer service and knowledge management software, published its 200…

Leaked memo: Best Buy redoubling customer service efforts in wake of slowing sales

by James Bickers — Editor, Networld Alliance

November 16, 2008

With fear of a global recession casting a shadow over much of retail, one major player is using that fear as an opportunity to motivate staff and improve its…

Study: Electronics retail gets high marks for customer satisfaction

November 3, 2008

ARLINGTON, Va. — Consumers are very satisfied when shopping online and at traditional retail outlets for consumer electronics, according to new data from the…

Top five tools retailers need to survive

November 2, 2008

Think good service is the surefire way to customer satisfaction? It is - but the rules are changing to include far more than 'may I help you?'

Leveraging loyalty

November 2, 2008

Key ways you can use data to create an unforgettable experience