September 25, 2015

We live in the age of the empowered consumer – with little patience and sky-high demands for personalized shopping experiences.

September 22, 2015

Lakeshore Learning Materials, a Carson, California-based specialty retailer of educational materials with about 60 stores nationwide, is taking a smart approach to customer service.

September 14, 2015

Today’s customers are firmly in charge of the buying process.

August 28, 2015

Much has been said lately about the proliferation of mobile and online shopping. But brick-and-mortar retail continues to thrive – a fact that tends to get glossed over.

August 24, 2015

City Sports is leveraging cloud-based technology from digital marketing platform provider BlueConic to ensure that holiday customers receive personalized omnichannel service.

August 10, 2015

Online ordering is coming to Papa Murphy’s.

August 6, 2015

Shoppers are coming to retailers across a variety of channels and touch-points, and need to have a consistent and personalized experience wherever they are.

July 14, 2015

Whether it’s online, mobile or in a brick-and-mortar store, customers want a shopping experience tailored to their specific needs and preferences.

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 3, 2015

eBay Enterprise has helped its clients reduce average handle time and save money by using the NICE Interaction Analytics solution.

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 27, 2015

The stereotype of the beleaguered customer service representative who can’t keep up may have some truth to it. A recent study from Glance Networks, a provider of visual engagement, found that 73% of customer service professionals have difficulty meeting their performance metric goals.

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 21, 2015

Customers who choose live chat for customer service are satisfied a higher percentage of the time than those who call, email, or use social media 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 20, 2015

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

April 14, 2015

Retailers and consumer goods manufacturers are spending to improve their omnichannel sales capabilities.