This is the most popular customer service question ever

by Micah Solomon — president, four aces inc

“How should I compensate a customer for a service or product failure?”

Five ways to raise your retail associates' conversion rate

by Bob Phibbs — CEO, The Retail Doctor

Brick and mortar retail stores face the daunting challenge of getting their retail associates to convert customers who are lookers into ones who are buyers.

Make love not war: Tips on how to embrace showrooming

by Christopher Hall — writer, self

A customer experience expert discussed his showrooming strategy at DSE13. 

How to apologize to customers without alienating employees

by Micah Solomon — president, four aces inc

In customer service, the key to an effective apology is to convey to the customer at the outset that you’re willing to take his side and share his viewpoint. 

The low costs and high returns of 'fresh customer service'

Fresh customer service demystifies the process of attracting loyal, happy customers who return again and again.

Bank of America's CEO: Brave or naive?

by Colin Shaw — Founder & CEO, Beyond Philosophy

I have seen so many proclamations like the one Brian Moynihan, CEO of Bank of America sent to his 270,000 employees recently stating they needed to improve…

Stage, actors, script: Great theater and retail

by Chris Petersen — Owner, IMS

One only needs to peruse the retail headlines to see the wide ranging discussion on the importance of customer experience in retail. In IMS Retail University…

Giving shoppers what they don't know they want

by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.

The National Grocers Association and Supermarket Guru released some teaser facts from their Consumer Panel Survey that will be released at the annual…

An amazing customer experience from TSA?

by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC

Last Friday I was in line for security at Logan airport. I noticed that there was only one agent checking IDs, so I figured this was going to be a long and…

HMV sacks employees, forgets to change the Twitter password

January 31, 2013

HMV's Twitter feed got a lot of attention today, but not for any reason that the company can be happy about: Angry employees that were being let go in a "mass…

New Amazon fulfillment center brings hundreds of jobs to Cali town

January 23, 2013

Amazon announced yesterday plans to open a new 1 million-square-foot, state-of-the-art fulfillment center in Tracy, Calif., creating hundreds of full-time jobs…

NRF: Walmart CEO's three-part plan for change

Local sourcing and a guarantee of jobs for veterans are at the core of the retail giant's 2013 strategy.

Walmart CEO: We will hire any honorably discharged veteran

January 15, 2013

NEW YORK — At this morning's keynote at the NRF show, Walmart CEO Bill Simon announced that beginning Memorial Day, Walmart will offer a job to any honorably…

When retail associates hold their head up

by James Bickers — Editor, Networld Alliance

During a panel discussion this morning at the NRF 102nd Annual Convention & EXPO, the conversation turned to hiring and keeping employees that are willing…

Natural Insight intros retail task management platform

January 9, 2013

Retail technology company Natural Insight announced its iPad-based in-store task management platform was successfully deployed at dELiA*s' more than 100 store…

Ten ways Zappos.com creates happy employees

Getting a job at Zappos.com today is more than a dream for many; it is a one in a 100-person opportunity.

Polaroid to announce new retail concept at CES

January 3, 2013

Polaroid will make its first foray into retail when it announces plans for a new store concept at the Consumer Electronics Show (CES) in Las Vegas. The…

Andrew W.K., Jim Knight to keynote 2013 Retail Customer Experience Executive Summit

January 2, 2013

LOUISVILLE, KY — Networld Media Group (NMG), organizer of the Retail Customer Experience Executive Summit, has announced the keynote speakers for its…

How Wegmans, Apple Store and Ritz-Carlton empower employees to offer best-in-class service

One simple secret behind their success is so simple, so basic, that most brands and businesses fail to grasp its importance.

Leaked Apple employee video features now JCP CEO Johnson

November 29, 2012

A leaked internal video made for Apple retail employees solidifies the perception that the company puts quite a bit of preparation, planning and philosophy…