August 5, 2015

Dan Berthiaume, senior editor of Chain Store Age, recently participated in a one-hour panel discussion, “Consumer Industries: Using Real-time Consumer Insights,” sponsored by SAP as part of its “Coffee Break with Game-Changers” Internet radio series.

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 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.

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 24, 2015

At the recent MIT CIO Symposium, Bryan Kirschner, director of the research/strategy organization Apigee Institute, and Jerry Wolfe, CEO and founder of food industry platform services provider Vivanda, participated in a panel discussion on consumer connectivity and engagement. Chain Store Age followed up with the two experts to ask a few more questions about engaging today’s connected customer.

June 15, 2015

There are three implications of Facebook’s latest effort to serve as a commercial platform. 

June 12, 2015

Debra Berman, former chief marketing office of J.C. Penney, is joining Yahoo in the new position of senior VP of consumer marketing, effective July 6.

April 24, 2015

In theory, the launch of a limited-time, 250-piece Lilly Pulitzer designer collection on Sunday, April 19 should have been a major coup for Target. Instead, it was a major disaster in marketing, CRM, and operations. By now, the story of how consumer demand for Lilly Pulitzer overwhelmed Target’s website and stores has been told many times. Let’s look at three lessons retailers (including Target) can learn from this experience.

April 14, 2015

The Walking Company, has selected Epicor Retail solutions to support a more personalized in-store customer experience.

March 30, 2015

For fast-growing retailer Ulta Beauty, having an omnichannel presence does not just mean selling products across multiple touch-points.

March 26, 2015

U.S. companies spend $2 billion on loyalty programs, but the investment isn’t yielding the type of increased engagement which drove implementation of the programs, according to a new report from Capgemini Consulting.

March 6, 2015

If you’re going to create an agenda, it may as well be an ambitious one. And the “Greatness Agenda” being pursued by Kohl’s Corp. is certainly that.

February 11, 2015

In a move designed to offer its guests a more enhanced, robust and personalized experience both inside and outside of the restaurant, TGI Fridays has selected two new agencies – Made Movement (Made) and Meredith Xcelerated Marketing (MXM) – to manage all future digital marketing, e-mail and technology campaigns.

January 15, 2015

Retailers are sometimes accused of being laggards when it comes to technology and process adoption, but that does not appear to be the case when it comes to marketing.

November 6, 2014

A majority of consumers (88%) say free shipping makes them more likely to shop online, while 30% shop online to find the best deal possible and 20% to avoid holiday crowds.

November 5, 2014

Nearly one-third of consumers say "shared values" as a reason they are loyal to a brand.

November 3, 2014

Retail sales this holiday season will grow about 4%, according to a survey by brand loyalty and customer engagement consultancy Brand Keys.

September 16, 2014

Technology and the proliferation of communications channels have significantly altered the way brands and retailers approach customer engagement. What was a “nice-to-have” strategy of coordinating messages across shopping channels only three years ago is now a “sink-or-swim” requirement for merchants.

July 30, 2014

In the early days of e-commerce, internet shopping was supposed to spell the demise of the physical store. Pure play online retailers would sweep all before them, rendering the retail store a historical curiosity.

July 21, 2014

Showrooming may not be as concerning as many traditional retailers once thought. In fact, retailers who embrace clienteling and other strategies can leverage showrooming as an element of the overall all-channel experience for their customers.

June 24, 2014

Athletic footwear retailer The Finish Line offers a highly seasonal assortment. When spring products started coming in from the company’s brand partners in January 2014, the chain decided to build upon its ongoing omnichannel strategy to create an experience to help boost spring customer traffic and sales.

June 9, 2014

Three in four (75%) retailers can or intend to identify customers when they walk in the store, including 3% who already do so and 72% who are planning to do so within five years. According to the new 2014 CRM/Unified Commerce Benchmark Survey of top North American retailers from Boston Retail Partners, 95% of respondents indicated customer experience/ customer engagement is one of their top three current initiatives.

April 24, 2014

Luxury retailer Mitchells Family of Stores has selected ThoughtWorks to create the next generation of customer engagement experiences.

February 14, 2014

Pinterest will emerge as a stronger alternative to Facebook and Twitter, according to global research and analytics firm Blueocean Market Intelligence.