One school of thought among customer service managers today is that it doesn't pay to wow your customer...

3 qualities of authentic retail shoppers value most...

Retail exists in an ongoing tension: how to run retail profitably without forfeiting its heart – to meet people’s needs and bring joy. Unified technologies are integral in this balance, offering a truer picture of your business and customers so you can discover and act on opportunities to better serve your customers...

Brick and mortar has learned a thing or two from online retail, and last December shoppers took a meaningful notice. By focusing on and improving their buying online and picking up in-store (BOPIS, also called “click and collect”) …

Effects of data-driven curation on discovery experiences Remember when a trip to the store could yield a new discovery — an unplanned purchase but one that delighted the customer? Ecommerce handles specific shopping needs seamlessly and efficiently: Search …

When companies describe themselves as having “excellent” customer service, the claim sounds user-centered but too often it’s actually just a company-centered focus trying to position themselves as user-centered. Those companies are generally concerned with efficiency and reducing costs first and foremost, and …