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. 

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 14, 2015

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

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.

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.

June 3, 2014

Symphony Health Solutions — a provider of high-value data, analytics and technology solutions for healthcare and life sciences manufacturers, as well as payers and providers — on Tuesday named Robert Gabruk as SVP customer success and insights.

March 4, 2014

J.D. Power, in conjunction with Fortune Custom Publishing, recognized 50 companies that demonstrate the ability to provide the highest level of customer service based on their most important critics — their customers.

January 6, 2014

Supermarket chain Raley's Family of Fine Stores has hired an Austin, Texas-based company to help it launch a new social media rewards program.

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?

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.

September 25, 2012

The predictability of the chain store shopping experience has long been both a strength and weakness. The quality and experience may be predictably good, but can a shopper have a warm relationship with a store that treats everyone the same? 

July 31, 2012

Beauty brand L'Oréal USA is leveraging Clarabridge, a provider of sentiment and text analytics for customer experience management, to monitor what is being said in real time about its 27 brands across social media outlets, including website reviews, product reviews, blogs, Twitter and Facebook.

June 27, 2012

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

March 8, 2012

While the in-store experience is still important to many shoppers, greater consumer adoption of emerging technologies is undoubtedly reshaping the retail landscape.

February 15, 2012

Retailers are set to build customer engagement by investing in information technology and e-commerce, as well as enhancing customer service initiatives and building on mobile platforms, a new report from the National Retail Federation and KPMG found.

February 15, 2012

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.

November 17, 2011

Consumer loyalty isn't driven by rewards programs but shopping experiences that create strong psychological connections, according to a new report from PwC.

May 5, 2011

Good customer service sells, according to a new study conducted by American Express.

April 4, 2011

Retailers rank among the highest for their customer service, according to a new report by the Temkin Group.

May 16, 2010

Hallmark has developed a new business unit to consolidate the greeting card maker's business-to-business offerings....