September 16, 2015

The vast majority of millennials indicate they would be more loyal to retailers offering the benefits they want most and they’re more likely to pay more for the experiences they value.

September 16, 2015
Target’s new LA25 initiative will bring the company’s Beauty Concierge service to 25 Los Angeles-area stores, alongside other enhancements and new features.
September 15, 2015

According to a new Happiest Minds survey, 38% of retailers enable their customers to engage with their brands across stores, kiosks, the web, mobile, social and call center. 

September 14, 2015

A new study shows that retailers might not know their best customers as well as they should. 

August 6, 2015

Walgreens' Red Nose Day certainly possessed that “wow” factor with more than $21 million raised to fight childhood poverty in the event's U.S. debut. 

May 11, 2015

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 22, 2015

Weis Markets earlier this year named longtime pharmacy veteran Rick Bhandari — who has helped manage pharmacy for Bi-Lo Holdings, CVS Health and Rite Aid over the course of his career — as director pharmacy operations.

April 14, 2015

A new PricewaterhouseCoopers study found that fulfilling omnichannel orders is pressuring on profit margins. 

March 4, 2015

Share of heart: That’s a pretty heady concept savvy marketers and retailers are using these days to describe a whole new level of consumer engagement.

February 25, 2015

In a sign that retailer efforts to enhance customer service may be working, few consumers report having a bad experience with a retailer in the past six months.

February 3, 2015

More than 80% of retailers plan to increase their customer experience spending in 2015, according to a new survey from SDL.

November 4, 2014

NBTY on Tuesday announced the appointment of Andrew Archambault to the position of chief customer officer. Archambault has nearly 20 years of experience in the consumer packaged goods industry, most recently serving as VP and managing director for Bacardi USA. 

October 29, 2014

A new innovation Lowe's is currently testing in two stores could be a nod to the future of in-store service. 


July 24, 2014

Pharmavite announced Wednesday that EVP, sales, Timothy Toll had been promoted to the position of chief customer officer.

July 2, 2014

Omnichannel beauty brand Julep Beauty has hired Dwight Gaston as chief delivery officer, overseeing Julep's operations, customer service, fulfillment and product development teams.

June 9, 2014

Many retailers are focused on providing a seamless experience in the store, on the web or anywhere customers want to shop as they strive to enhance customer engagement, collect and analyze customer behavior and personalize the experience, according to the newly released Boston Retail Partners 1st Annual CRM/Unified Commerce Benchmark Survey.

But there’s still much work to be done.

March 13, 2014

With consumers engaging more directly with businesses through mobile and social media, more than 60% of CIOs will focus more heavily on improving the customer experience and getting closer to customers, according to a new report released by IBM.

February 26, 2014

Many Americans would likely not return to a store if they experienced long checkout lines, according to new research from global retail technology company Omnico Group.

November 22, 2013

Walgreens on Thursday announced the appointment of Sona Chawla, president of e-commerce, as president of digital and chief marketing officer. In this new role, Chawla will lead a newly created Digital and Marketing Division, establishing a unified and integrated digital, enterprise-wide marketing, and customer loyalty and insights group to advance Walgreens “Well Experience” strategy and vision to be the first choice in health and daily living in America and beyond, Walgreens stated.

Chawla is a brilliant thinker and tech wiz whose e-commerce strategies have helped Walgreens forge new relationships with customers however they engage with Walgreens — now she brings that expertise to a global marketing role for the company at a time when digitization and big data-driven insights are bringing a greater degree of personalization to customer engagement efforts.

June 7, 2013

When did providing customer service become an inconvenience for some retail staff?" asks Hamacher Group's Dave Wendland. "Too often I have witnessed reluctance on the part of shoppers to seek help — and if they do, it almost always begins with, 'Sorry for interrupting, but …' Think about that. 'Sorry for interrupting' what?

May 9, 2013

As the editor of DSN, I decide what stays in print and what gets cut. Spatial limitations dictated that this snippet from our Amazon story had to go. But in the age of the omnichannel shopper, where every retailer competes against everyone else for a bigger share of the customer's wallet, how can you do an in-depth profile on the world's largest online retailer and not talk about omnichannel?

January 7, 2013

More than half of U.S. consumers would not recommend a particular pharmacy to family and friends, according to a new report by a Canadian customer experience management firm.

December 19, 2012

Customer service is the key driver of brand advocacy in retail pharmacy, according to a new study.

November 29, 2012

An often-heard remark in arguments between people is, “You’re not looking at the big picture.” But it’s often just as important to look not just at the big picture, but all the little parts that constitute it, especially if you’re the head of store operations for a major retail chain.