Content about Customer Experience

April 8, 2014

Clarabridge, Inc., a provider of intelligent customer experience management (CEM) solutions, is acquiring Market Metrix, an enterprise feedback management platform in the leisure and hospitality industries.

April 3, 2014

Kids 21, a children’s upscale apparel retailer operated by luxury fashion group Club21, will use IBM’s cloud, e-commerce and analytics software to deliver personalized experience while expanding its online presence across Asia-Pacific.

March 26, 2014

A central theme of the Oracle Industry Connect conference, held in Boston March 25-26, was “Commerce Anywhere,” or the new customer experience paradigm that requires enabling the consumer to purchase products how they want, when they want and to do so in a connected, nearly seamless fashion.

March 20, 2014

Chick-fil-A and Sonic Drive-In deliver the best customer experience in the fast food industry, according to the 2014 Temkin Experience Ratings, an annual ranking of companies based on a study of 10,000 U.S. consumers.

March 19, 2014

Sam's Club and Amazon.com deliver the best customer experience in the retail industry, according to the 2014 Temkin Experience Ratings, an annual ranking of companies based on a study of 10,000 U.S. consumers.

March 19, 2014

We shop almost every day – picking something up at the drug store or buying lunch, clothes shopping or getting groceries, looking for a gift or checking out a promotion – and we are doing this on the way to work, at work, at night while watching TV, online, at a store and increasingly across mobile devices. There is one thing that unites consumers in all of these instances: we expect the experience to be unified, personalized, constant, connected and, above all, seamless.

March 17, 2014

Roundy’s Supermarkets has selected Symphony EYC Customer Insights behavioral insights platform and expertise to enable customer-centric business processes.

March 13, 2014

With consumers engaging more directly with businesses through mobile and social media, more than 60% of CIOs will focus more heavily on improving the customer experience and getting closer to customers, according to a new report released by IBM.

March 4, 2014

The days of independent silos, of when the Web, phone, catalog and store could be operated separately each with its own unique customer experiences and fulfillment processes, are behind us.

February 21, 2014

Synergy seemed to be the common thread at this year’s NRF Big Show. While the customer experience was definitely at the forefront, it was interesting to note how many vendors were demonstrating tools to help business units work in concert to drive sales, develop customer loyalty, improve service levels and even coordinate brick-and-mortar and online shopping.

February 13, 2014

L.L. Bean has been ranked number one in online customer experience. The E-tailing Group 2013 Customer Experience Index, based on a mystery shopping study conducted during the fourth quarter of 2013, awarded L.L. Bean a top score of 88.75, followed by HSN at 87.25.

January 27, 2014

Department store retailer Gordmans has implemented Oracle Retail solutions to improve the customer experience and deliver on its advertised promise that shoppers will find “something unexpected” with each store visit.

January 7, 2014

The emergence of omnichannel commerce is dramatically changing the retail equation, both in how customers travel the path to purchase and how retailers anticipate and meet customer demand. Mike Webster, senior VP and general manager of Oracle Retail, offered Chain Store Age his perspective on how retailers must alter their approach to both systems and business processes to ensure they deliver a seamless experience across all customer touchpoints, one that both converts sales and builds long-term satisfaction and loyalty.   

January 7, 2014

The convergence of a number of leading-edge technologies is launching a revolution in the customer experience. Mobile devices, social media, 24/7 connectivity and a blurring of the lines between formerly separate customer service “channels” have upended the rules of retail, forever disrupting the notion of business as usual. It’s a brave new world — and one that Chain Store Age will explore at its first-ever Customer Disruption event, May 7-9, 2014, at Sofitel Hotel in Redwood Shores, Calif., the Gateway to the Silicon Valley.

December 5, 2013

Facebook is the lowest scoring brand in the overall ForeSee Customer Experience Index, with a score of 69.

November 27, 2013

One of the most significant trends in customer engagement over the past several years is the rise of social media outside marketing and inside customer service.

November 14, 2013

Retailers appear to be putting in the foundational elements to create a coordinated focus on the customer experience.

November 6, 2013

Danish grocery chain Coop Denmark A/S has chosen Galleria to help automate and optimize its merchandising strategy and improve the customer experience within its more than 1,200 stores.

October 28, 2013

According to a recent report from Gleanster Research, 62% of retail marketers feel that changing consumer preferences and channel proliferation are the top two challenges they face when it comes to improving their customer’s online experience.

October 28, 2013

For many retailers, Halloween has become one of their favorite times of year. Spending on Halloween-related costumes, decorations, candy, etc. has grown to the point it represents the second-highest consumer spending holiday, only trailing Christmas with NRF estimates of this year’s spending total reaching $6.9 billion.

October 15, 2013

The online shopping experience has many benefits: access to unlimited inventory, quick search capabilities, and overall convenience. But it lacks one key element: human interaction.

October 14, 2013

Most retailers wouldn’t dream of using an abacus to reconcile daily accounts when software exists which performs calculations and reconciliations at lightning speed.

October 9, 2013

Amid weaker-than-expected August retail sales, leading retailers are kick-starting their holiday shopping season by wooing existing shoppers through their customer loyalty programs. Retailers are increasing their investment in the traditional transaction-based loyalty efforts because of the proven success of rewarding customers for their purchases.

October 3, 2013

It’s not what you see as much as what you don’t see that defines AT&T’s new store concept.

Noticeably missing from the prototype, which debuted in La Grange, Ill., are traditional counters, checkout registers and printed signage. Instead, the 3,200-sq.-ft. store offers an inviting, modern and interactive environment that is focused on the customer experience.

© 2014