April 7, 2015

Lowes Foods has selected a new customer engagement platform as the regional grocery chain continues to invest in an overhaul of its omnichannel capabilities.

April 2, 2015

Ace Hardware has always been known for its “helpful hardware folks” motto, but now the company is taking its customer service knowledge global. 

March 31, 2015

PetSmart Inc. is looking to drive growth with six new executive appointments focused in the areas of customer experience, merchandise planning, strategy, initiatives, sourcing and real estate.

March 31, 2015

Costco, Amazon.com and Apple rank highest in customer loyalty, according to this year’s Net Promoter Consumer Study. 

March 26, 2015

Retailers are surely getting tired of hearing about how their digital capabilities fall short of customer expectations but that familiar drumbeat is contained in a new report from Capgemini Consulting called, “Fixing the Cracks: Reinventing Loyalty Programs for the Digital Age.” 

March 10, 2015

Deliv, the crowdsourced, same-day delivery service used by many omnichannel retailers, has hired an ex-executive at eBay to be its new product chief. 

March 4, 2015

Improved customer service programs and a better store experience helped regional grocery chain Weis Markets post a jump in same store sales for the fourth quarter.

March 3, 2015

Publix, Aldi and H-E-B now share something else besides operating in the grocery sector: They all do a stupendous job of serving their customers.

February 20, 2015

Omnichannel commerce is exposing organizations as "legacy channel impaired." The roles, responsibilities and skills retailers need to sustain success in this brave new commerce world have not kept pace. 

February 10, 2015

The Finish Line is looking to upgrade its customer experience capabilities with the addition of a new chief omnichannel officer and executive vice president.

February 9, 2015

Omnichannel and mobile are the top priorities for retailers this year, according to the 2015 Shop.org/Forrester Research Inc. State of Retailing Online report.

January 30, 2015

Like many buzzwords in the industry, from cloud to big data, the term “digital” is evolving. In the retail realm, the term “digital” is creating a customer experience that is easy to use and highly reliable with no manual interference required. But what does becoming a “digital retailer” really mean? 

January 9, 2015

Growth decelerated at Bed Bath & Beyond during the third quarter but the $1.3 billion the company spent buying back stock enabled it to achieve analysts’ earnings estimates. 

December 8, 2014

In-store mobility is transforming the way retailers engage customers. Customers will seek out stores that easily enable them to use their mobile devices to research products and check prices. Thus, retailers will want to beef up their network capacity, security, and Wifi capabilities. 

July 28, 2014

More than 200 unique print on-demand products are now available at Amazon as the company looks to give customers yet another reason to visit its Web site.

July 1, 2014

Omnichannel beauty brand Julep has tapped former Blue Nile executive Dwight Gaston as chief delivery officer. In his new role, Gaston will oversee Julep's operations, customer service, fulfillment and product development teams to ensure efficient delivery of products to its customers.

June 10, 2014

Mindshare Technologies acquired Empathica last year, rebranded the company as InMoment and launched a new customer experience optimization platform called the Experience Hub.

June 6, 2014

ShopperTrak, a leading global provider of consumer behavior insights and location-based analytics, has signed Journeys as its 1,000th customer. The milestone agreement aims to enhance the in-store customer experience at more than 1,000 North American locations of the specialty lifestyle retailer.

May 28, 2014

PetSmart has named Phil Bowman as EVP of customer experience, effective June 30. He will report directly to president and CEO David Lenhardt.

April 24, 2014

Lowe's has promoted Michael P. McDermott to chief merchandising officer, replacing Michael A. Jones, who will assume the role of chief customer officer, effective April 30.

April 16, 2014

Building and delivering unique and connected digital beauty experiences was the rationale behind L'Oréal's selection of Sitecore as a provider of customer experience management software.

April 2, 2014

The Nordstrom’s Customer Experience Center is a replica of a store where the department store operator can bring together salespeople, suppliers and customers to share feedback on new concepts before they are introduced to stores.

March 26, 2014

Following a disappointing fourth quarter and fiscal year ended Feb. 1, Toys “R” Us hosted investors, industry analysts and the media and outlined its strategy for improving its operational performance and driving profitable growth in the future.

March 17, 2014

Dutch physicist Niels Bohr wasn’t talking about the retail industry when he said, “prediction is very difficult, especially about the future,” but the comment couldn’t be more relevant given the volatility facing the retail industry.