What does the iPad mean for retail self-service?

Software providers are already developing employee training and customer service apps for the new Apple device.

Survey: Retailers focusing on leadership development, diversity to nurture talent

March 30, 2010

Deloitte and the National Retail Federation (NRF) have released the results of a comprehensive survey designed to provide an in-depth look into where retailers…

NRF: Tesco CEO Sir Terry Leahy's 10 lessons for success

A legend of retail shares a wealth of advice with a packed house Tuesday morning.

7 keys to customer experience in 2010

True dedication to the voice of the customer will be pivotal for retailers looking to improve their customer experience in the coming year.

The 5 biggest retail customer experience stories of 2009

Faced with a tough economy and shaky consumer confidence, retailers innovated when it came to customer experience this year.

How consumers killed customer service

Demand for low prices has driven down the value of customer service. Here's how retailers can drive it back up.

Survey: Retail employees not giving good customer service, despite tough job market

December 7, 2009

Despite working in a sector that has suffered job losses averaging roughly 50,000 per month since the start of the recession, retail employees are not…

Training for unit-level success for holiday 2009

Products may be set, but people can improve. Here are four practical ways retailers can leverage front-line employees this holiday season.

At the Microsoft store, staffers break into song and dance

November 17, 2009

Blogger Brad Slavin recently wrote about a visit to the Shops at Mission Viejo mall, which is notable as one of the locations for the new Microsoft retail…

Customers are buying down, and opportunities are rising, part 3

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Customer-centric experience design is explored in this final installment of "Where's the Opportunity?"

Walmart under fire for sick leave policy

November 2, 2009

Punishing workers for taking sick leave puts Walmart on track to be a major spreader of swine flu this fall, according to a new report by the National Labor…

Four strategies for a better retail holiday season

Retailers need to prepare for the upcoming season with carefully planned merchandise assortments, inventory levels and cross-channel promotions that drive…

Best Buy CEO: Low prices are 'table stakes' for retailers

by James Bickers — Editor, Networld Alliance

October 25, 2009

Customers care about low prices, but they want a lot more from their retailers than just the best deal.

Opinion: The difference between clerking and selling

The Retail Doc explains why in-store staff should be moved beyond low-hanging fruit and into real selling.

Performance Bicycle selects 3point5.com for online retail training

September 20, 2009

Performance Bicycle, the nation's largest specialty bike retailer, announced that it has selected 3point5.com to provide online training for its retail…

Great customer service: Remembering the little things

Tough times mean retailers need to squeeze all the value they can out of their assets, and that includes the small touches that can make a big difference.

Kronos index shows signs of recovery in retail hiring

September 8, 2009

CHELMSFORD, Mass. — Kronos Incorporated has unveiled the first installment of its Kronos Retail Labor Index, a family of metrics and indices that analyze the…

Reader Q&A: How do I drive more traffic into the store?

A legendary retailer asks for advice on getting shoppers into the store, and Kate Newlin responds with some practical tips.

Breaking retail's addiction to discounting

When retailers emphasize price above all else, everybody loses. Author Kate Newlin offers some alternatives to "okay, available and cheap."

Why good customer service is like billiards

Retail Doc Bob Phibbs explains why customer service staff need to scatter around the customer, like pool balls reacting to the cue.