Content about Customer experience

April 16, 2013
Protection programs provider Assurant appoints new SVP

Assurant Solutions, a leading provider of extended protection programs and services, has appointed Jeff Unterreiner as SVP of its extended protection solutions business.

April 15, 2013
A big data solution to deal with social media noise

The torrent of customer feedback unleashed by e-commerce and social media is a good thing, as long as companies are able to mine the data to identify problems and improve operations.

March 14, 2013
IBM experiments with new Customer Service Lab

IBM has opened its Customer Experience Lab in New York with the goal of helping business leaders transform the way customers experience their products, services and brands through the use of mobile, social, cloud and advanced analytics technologies.

February 27, 2013
Q4 comps a disaster at JCP

Fouth quarter same store sales fell by a jaw-dropping 31.7% at J.C. Penney, but CEO Ron Johnson insisted the company continues to make great strides with its one year old transformation strategy.

February 26, 2013
E-commerce satisfaction continues to grow

According to the American Customer Satisfaction Index's (ACSI) annual E-Commerce Report, produced in partnership with customer experience analytics firm ForeSee, customer satisfaction with e-commerce websites continues to rise, gaining 1.2% to 81.1 on the ACSI's 100-point scale.

February 21, 2013
Lowe's enhances multi-channel experience with SVP appointment

Lowe’s announced that Lara Lee will join the company as SVP customer experience design, effective Feb 25.

January 18, 2013
Shoppers get e-satisfaction from luxury retailers

Luxury shoppers are more likely to use mobile channels when shopping but are slightly less satisfied with e-commerce overall, according to the Luxury E-Retail Satisfaction Index released by customer experience analytics firm ForeSee.

January 17, 2013
Specialty retail jeweler scores 24K win with digital makeover

Signet Jewelers teamed up with IBM to give its national U.S. store chains, Kay Jewelers and Jared the Galleria of Jewelry, a digital makeover.

January 14, 2013
Online retailers get back to basics

Online retailers are focused on retaining existing shoppers by giving them a better online shopping experience.

October 24, 2012
The Finish Line selects Oracle solutions to support growth strategy

As part of a larger initiative to upgrade the customer experience and localize offerings in its 640 stores nationwide.

October 15, 2012
Improving customer experience through premium technology support

In today’s connected world, complex technologies are creating richer consumer experiences, but are also creating greater expectations. With the explosion of connected and mobile devices in recent years, consumers now have better control of their interactions with the companies whom they choose to do business with than ever before.

September 25, 2012
Staples strategy focuses on growth, productivity

Staples plans to improve customer experience, accelerate growth and deliver value to shareholders through a new strategic plan.

September 17, 2012
Former Best Buy CEO joins video insights firm

Brad Anderson was named to the board of LightHaus, a provider of shopper insights based on video analytics.

June 28, 2012
Sam's Club earns top marks for customer service

Sam's Club was among the highest-rated companies for customer service, according to new research from the Temkin Group. Other retailers included Publix, Hy-Vee, H.E.B., ShopRite, Aldi, Giant Eagle and JCPenney.

June 27, 2012
Publix, Sam's Club, Hy-Vee earn top marks for customer service

Publix, Hy-Vee, H.E.B., Sam's Club, ShopRite, Aldi, Giant Eagle and JCPenney were among the highest-rated companies for customer service, according to new research from the Temkin Group.

May 8, 2012
Lowe's builds on customer experience strategy with new executive roles

Lowe's continues to implement its customer-focused strategy with the creation of new executive roles.

March 28, 2012
Report confirms strong connection between customer experience, loyalty

Customer experience is highly correlated to loyalty in both the United States and the United Kingdom, according to a new report by Temkin Group.

February 27, 2012
Focus on the customer pays off for Lowe's in Q4

Lowe's rebranding efforts and focus on delivering a better customer experience seem to be paying off as the company ended the year with strong fourth-quarter sales and earnings.

February 27, 2012
Publix tops in customer service

Publix earned top marks for customer service in a new survey by Temkin Group. The firm rated the customer experience of 206 large companies across 18 industries.

February 14, 2012
Survey: Sam's Club and Publix tops in customer experience

Research results released Tuesday by Temkin Group, which rates the customer experience of 206 large companies across 18 industries, showed that only eight companies deliver excellent customer experience: Sam's Club and Publix led the pack, followed by Starbucks, Subway, Chick-fil-A, Aldi, Winn-Dixie, H.E.B., and credit unions.

February 3, 2012
NRF BIG Show Wrap-Up Report

Seamless customer experience, empowered consumers, mobile commerce and social shopping were among the buzzwords at the National Retail Federation’s Annual Convention & Expo in New York City.

January 6, 2012
A&P optimizes merchandising strategy

Galleria Retail Technology Solutions, a provider of retail and category optimization solutions, has announced that grocer A&P has chosen Galleria to help optimize its merchandising strategy and improve the customer experience within its more than 300 Northeast and Mid-Atlantic stores.

January 3, 2012
E-commerce survey: Amazon tops in holiday service; Gap lags

Survey results released Wednesday by customer experience analytics firm ForeSee found that Amazon has continued its trend of high customer service, while other online retail experiences suffered in 2011.

January 3, 2012
More room for online improvement

Customer experience analytics firm ForeSee today released the results of their seventh annual Holiday E-Retail Satisfaction Index, and Target was ranked 29.

December 21, 2011
Survey: Mobile technology leads to better in-store experience

Three in four (75%) surveyed retail associates and managers feel they provide a better in-store customer experience when equipped with the latest mobile technologies, according to Motorola Solutions’ annual Holiday Shopping Survey.

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