Instead of resisting change when new competitors such as e-commerce retailers and on-demand delivery services came into the market, Target is investing in its digital infrastructure to meet the needs of changing shopping habits.
Retail Customer Experience readers love getting insight from those in the trenches, and this year's top five articles illustrate that hunger.
Compass Group and Nudge Rewards share how mobile technology is creating big wins both on the customer experience front and in the operational trenches.
Kevin Nix, CEO and co-founder, Stellar Loyalty, explains why tech-savvy frontline employees must have five specific skills and why retailers must invest in identifying candidates who naturally have these talents.
Scott Voigt, co-founder and CEO, FullStory, offers up best practices to keep customer support quality high and costs low while delivering a great customer experience.
The luxury retailer is finding Theatro's content delivery management platform is not only delivering an enhanced customer experience, but boosting store associate and in-store communication experiences as well.
Monica Rich Kosann's digital customer experience at its New York City storefront at Columbus Circle is proving successful for sales, customers and associates.
City Furniture CIO/CFO Steve Wilder shares insight, lessons learned and return-on-investment from the Florida retailer's strategy to boost customer experience via a partnership with IBM and Ingenico Group. The strategy led to a mobile and nimble sales and transaction process across its 27 showrooms.
Rieva Lesonsky, CEO of GrowBiz Media, offers up insight on why retailers need to treat salespeople with respect, arm them with the right training and tools and model how you want them to treat customers.
Consumers crave human interaction and the store associate represents a retailer's front line in delivering a rewarding and compelling customer experience. Yet retailers aren't giving the role needed attention and support, and that's not a good thing in today's competitive retail environment.
Denise DeSisto, VP, marketing automation and product innovation at Customer Portfolios, says every retailer's goal must be to keep customers at the center of a brand's marketing strategy. It means providing an experience boasting relevant content, product recommendations and targeted offers at the appropriate time throughout the consumer lifecycle.
Jeff Kagan explains why smart home growth is picking up steam and how it presents an opportunity for retailers, if they handle it correctly and position themselves right.
Achieving employee buy-in needs to be part of the project from the beginning when introducing customer interactive technology.
City Furniture is reaping big rewards on three customized iOS apps developed by the retailer, IBM and Apple. The apps and IBM MobileFirst solution is spurring sales, driving efficiency and fostering deeper customer engagement.
With today's consumers tapping devices before they hit a brick-and-mortar or hop online to shop, retailers need to ensure apps are performing well and the store network can support the expected in-store digital experience.
The two retailers are tapping a gamification-focused employee training platform and achieving way beyond a more knowledgeable workforce.
People are the secret to retail success and creating a customer experience for the 21st century means retail industry must transform its approach to lure new talent into the store.
Businesses struggling to establish solid lines of communication for collaboration will also most likely struggle when implementing business process management software.
For many businesses, the holiday season is one of the busiest times of the year. But it certainly is not the time to slack off on service.
Sometimes it's the simplest things that can play into a rewarding customer experience and a rewarding sales season for retailers.