July 14, 2015

Comcast enlisted the help of a prestigious design firm to help it create a new, tech-savvy store prototype aimed at enhancing the cable giant's brand reputation and customer service experience.

July 14, 2015

Specialty retailer Lids has selected ShopperTrak to measure in-store traffic and provide customer behavior insights for Lids and Locker Room by Lids stores.

July 8, 2015

Lowe's ranks highest in customer satisfaction with appliance retailers.

July 8, 2015

Even though customers are able to view and purchase items online, more than 90% of consumers are still more inclined to buy at a physical location.

July 7, 2015

Boy Scouts of America (BSA) has always lived by the motto “Be Prepared,” and that spirit extends to its in-store retail activities.

June 30, 2015

Customer relationship management (CRM) is the strategy a retailer uses to develop an ongoing, individual relationship with a customer to ensure satisfaction and loyalty. But the specifics of CRM can mean different things for different retailers.

June 25, 2015

In the ongoing battle for market share, brands pour over metrics and tweak strategies to increase customer loyalty. The stakes are high, customer acquisition costs are expensive and most businesses can’t afford to lose sales to competitors. With prices commoditized in many industries, today’s battleground is centered squarely on customer experiences.

June 23, 2015

Furniture retailer Room & Board has aligned its online and in-store customer experience with Salesforce Marketing Cloud’s predictive digital marketing capabilities.

June 22, 2015

Last week, my retail technology-related travels took me closer to home than usual – to Boston, the city where I was born and still live within a reasonable drive. I visited the old homestead to attend the official opening of CVS Health’s new Digital Innovation Lab.

June 17, 2015

Epicor Retail Solutions has officially launched as an independent company and new brand following its spin-off from Epicor Software Corp.

June 8, 2015

My latest retail IT-related travels took me to the Retail Experience Center at Microsoft headquarters (in Redmond, Washington), where I toured a simulated shopping mall environment that demonstrated a variety of innovative ways the company is using technology to enhance customer engagement for retailers.   Here are the three most interesting solutions from that visit:

June 5, 2015

Retailers underestimate how much digital technology influences physical shopping experiences, but their expectations are rapidly catching up to reality.

May 29, 2015

It’s happened to everyone. You take that trip to the drug store to get a new bottle of shampoo – and before you make your purchase, you scan your loyalty card at the coupon kiosk to see what spits out. You look down that long ream of paper to check out the offers: deodorant, candy, contact lens solution – but no shampoo. Okay, fine.

May 22, 2015

I’ve been attending the annual CIO Symposium hosted by the MIT Sloan School of Management for several years now, and always walk away with a fresh batch of thoughts from top business, IT and academic minds. Here are three of the most valuable insights I learned at the recent 2015 edition of the conference.

May 18, 2015

The shift towards an omnichannel retail environment is no longer a theory; it’s a reality that customers are expecting higher levels of customer experience and savvy retailers are responding to as fast as they can. As the lines between brick-and-mortar, online and mobile shopping continue to blur, retailers must deliver an exceptional customer experience across all channels.

May 15, 2015

Apparel retailer Lilly Pulitzer is looking to improve its omnichannel customer experience with a rollout of multiple solutions from Manhattan Associates Inc.

May 13, 2015

IBM is releasing new design and analytics features as part of IBM marketing cloud to enable brands to address the rising complexity marketers face engaging with customers as individuals.

May 11, 2015

With engaging the customer and managing the customer experience as top priorities for retailers, Boston Retail Partners’ 2015 CRM/Unified Commerce Survey indicates that 87% of retailers plan to use gamification to engage the customer within five years.

April 30, 2015

David’s Bridal gets personal with advanced digital analyticsThere are few events more personal in a woman’s life than her wedding.

April 30, 2015

Sean Claessen, executive VP strategy and executive creative director, Bond Brand Loyalty, spoke with Chain Store Age about how retailers can build customer relationships and loyalty in the era of omnichannel engagement.

April 30, 2015

Stockbrokers in need of a quick caffeine fix between bouts of buying and selling have a new resource. Starbucks Corp. is debuting its new express store format on Wall Street in New York, across from the New York Stock Exchange.

April 28, 2015

Vertical Australian luggage retailer Crumpler has selected Raymark's cloud-based store management software suite for deployment in its stores worldwide.

April 20, 2015

Retailers Amazon.com, HSN, Newegg, QVC and Zappos.com were among the 15 companies receiving the highest ratings in the 2015 Forrester Research Customer Experience Index.

April 15, 2015

Mattress Firm is partnering with cloud-based customer experience optimization platform InMoment to operate its customer satisfaction program.