J. Crewsing into CEO branding: What Mickey Drexler can learn from Loblaw, REI

by Bryan Pearson — President, LoyaltyOne

In his personal letter to shoppers, J. Crew CEO Mickey Drexler appears to be backing his brand promise with a personal promise. But if he wants to be a branded…

Luxury retailer expands loyalty program to include online and offline purchases

June 2, 2016

Nordstrom wants to reward all its customers, no matter which venue they take in paying for a purchase. The luxury retailer is expanding its loyalty program…

Top 5 values of customer counting

Analyzing the flux between the number of shoppers and transactions provides possible explanations as to why people enter stores with an intent, or openness, to…

Casper striving to flip mattress industry into new retail realm

by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com

Casper Co-Founder and CEO Philip Krim is forging a new retail approach in the legacy business of selling mattresses, and he's isn't about to lie down and…

Report: Consumers love to be mobile when shopping

June 1, 2016

Today's retail consumers love to mix technology and in-store visits, especially when it comes to big purchases and conduct product research online while in a…

Forgoing clicks and betting on bricks: What's the story?

by Chris Petersen — Owner, IMS

NYC-based Story and the five ways it beats e-tailers.

Digital marketing spend to jump big by 2020

May 27, 2016

A new Juniper Research study predicts spend on digital retail marketing will double by 2020, hitting $362 billion. Spend hit $174 billion last year, according…

Omnichannel retailer aims to give beauty industry a complete makeover

by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com

Birchbox is much more than an new beauty retailer. It's striving to define a new realm in customer experience and an innovative omnichannel strategy.

Lowe's RONA acquisition is a growth strategy move

May 25, 2016

Lowe's $2.4 billion acquisition of RONA, one of Canada's biggest home improvement retailers, is a growth strategy move, which will give Lowe's 529 store…

Dunkin’ innovation chief: Hope is no strategy; retailers must differentiate or die

by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com

John Costello, Dunkin’ Brands president, global marketing and innovation, doesn’t mince words when it comes to the state of retail and what retailers must do…

Fashion upstarts aim to flip apparel industry into new customer experience era

by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com

Fashion retailers Stitch Fix, Rebecca Minkoff and Revolve, have one goal in common: flipping the traditional apparel industry into a new era. While they are…

Target innovation chief: Mobile is king, stores a vital asset in customer experience

by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com

Target intends to keep investing heavily in customer experience technology, but mobile playing a critical role.

Talking With: Citi's chief customer/digital experience officer on mapping the customer journey (Part 2)

by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com

In this second part of a two-part interview with Citi Chief Customer and Digital Officer Alice Milligan, Milligan discusses mapping out the customer journey…

Retail report reveals the more delivery options, the better for retailers

May 12, 2016

Retailers considering reducing or streamlining shipping option might want to think again as a new report reveals a full range of options that consumers are…

JCPenney spruces up product offerings with big appliances, new services

May 12, 2016

JCPenney is deploying an appliance showroom in nearly 500 stores and its online storefront following a three-market pilot indicating strong consumer demand for…

Kohl’s first retailer melding Apple Pay, store charge card, loyalty program

by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com

Kohl's customers can now tap Apple Pay to use their store charge cards and not miss out on earning loyalty rewards in the process.

Infographic: Why Mother's Day is a retailer's dream day

Mother's Day is one of the three favorite sales seasons for retailers, right behind the winter holidays and back-to-school season.

Sears Canada reinvention brings leadership, IT overhaul

May 2, 2016

Sears Canada is revamping its leadership ranks, deploying new technology and driving a cultural change in the quest to drive sales, profits and consumer…

Talking With: Soar Payments Founder Rich McIver on improving the checkout experience

by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com

The customer experience starts when a consumer walks into the store for the first time and goes well beyond the checkout process, but if the purchase…

We need your insight, industry predictions for annual trends report

by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com

The annual Retail Customer Experience Retail Trends Report is underway and those participating have a chance to win a $100 gift card.