Unbendable Customer Experience Rule #4

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Bad customer experiences get the attention. Good ones get the profit.

Attention is Good, Isn't it?

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

The wrong kind of attention doesn't help retailers one bit when it comes to customer experience and word-of-mouth. 

2011 Retail Customer Experience Top 100

Discover the companies, issues and trend that are impacting retail in 2011.

Presented by RetailCustomerExperience.com

2011 -- The Year of Retail Redesign

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

2011 will be the year of retail redesign. There are three reasons why this is true. The winners will be the stores that focus on value creation and do so by…

Why Your Incentive Plan Might Be Killing Sales

by Doug Stephens — President, Retail Prophet Consulting

New research into human motivation may hold some surprises for companies who have long held to the "carrot and stick" approach to incentives.  The truth is…

How To Politely Say, "You Suck" to a Retailer

by Bob Phibbs — CEO, The Retail Doctor

When you don't get a word from an employee at a store, call them on it with this simple tool to improve their customer service. 

A View into Your Holiday Morning

by Lisa Biank Fasig — Director, JZMcBride and Associates

Regardless of the Black Friday hype, the holiday shopping season still has a long way to go. After all, the Saturday before Christmas is often the busiest…

The holiday retail frenzy begins, but what about long-term loyalty?

by Sharon Goldman — Senior Director, COLLOQUY

Every year, the holiday retail frenzy seems to start earlier and earlier. This time around, it seemed like the Halloween decorations weren't even put up before…

Just in Time for Xmas: Mobile Marketing Tips

by Lisa Biank Fasig — Director, JZMcBride and Associates

Looks like a good number of shoppers will be phoning it in this holiday season.

More evidence of rewards just for stopping by

by Sharon Goldman — Senior Director, COLLOQUY

“Checking in” at a retailer or service provider is getting more valuable than ever, with more companies rewarding customers who do no more than simply walk…

Target Marketing Hits Home With CoupSmart

by Lisa Biank Fasig — Director, JZMcBride and Associates

Marketers spend a lot of money tracking what we buy so they can tailor promotions to our specific needs. Now, we consumers can take that tracking into our…

Walgreens outlines strategy to analysts

November 4, 2010

Walgreen Co. announced that it will update its strategy to be America's first choice for health and daily living needs, and review the substantial progress in…

MyMacy’s initiative customizes merchandise to boost loyalty

by Sharon Goldman — Senior Director, COLLOQUY

I was heartened by a recent Detroit News article that reported on a new Macy's initiative called MyMacy's, which allows managers to customize merchandise in…

Self-Service Store Integration

Self-service technology can enhance the customer experience, but proper integration is pivotal. Learn how smartly deployed technology can unify the shopping…

Cost of Loyalty – For Retailers

by Lisa Biank Fasig — Director, JZMcBride and Associates

Often times, as I cash in my CVS Extra Bucks or Nordstrom Notes, I wonder how much these loyalty programs cost retailers. For some, I imagine they are a…

Soon-to-be-released SWAGG mobile gift card app adds Crocs

October 20, 2010

Mobile commerce enabler Firethorn Holdings LLC, a wholly-owned subsidiary of Qualcomm Inc., has announced that casual footwear trendsetter Crocs Inc. is the…

Wincor Nixdorf expands BEETLE/Fusion line of POS systems

October 18, 2010

Wincor Nixdorf Inc. today announced that it has expanded its BEETLE/Fusion product line of touch-based point-of-sale systems.

NRF: Economy still a downer; blue skies on the holiday horizon

October 18, 2010

Though Americans are still operating with the recession in the back of their minds and many have fundamentally changed their shopping habits, some findings…

Retail stocks dip after Penney's poison pill

October 17, 2010

According to MarketWatch, retail stocks fell today, led by JCPenney Co., after the midpriced department-store operator adopted a poison pill shareholder rights…

NRF: September sales higher than expected heading into holidays

October 17, 2010

As retailers closed the books on the summer selling season and looked ahead to the all-important holidays, September sales gains were better than expected…