Thanks to the proliferation of social media and viral video, one customer’s experience can suddenly become every customer’s experience. Top retailers know that the voice of the customer (VOC) has become more important than ever…

Hautelook, the flash sale site for high fashion and luxury items at a discounted price, was recently bought by Nordstrom, a company that clearly believes in the power of Hautelook’s online brand. Hautelook recently won…

Been missing your “One Thing” posts? After a brief hiatus we are back with more of the Q&A’s you’ve learned to love and this time we bring you a man who isn’t afraid to say…

The talk of the hour in retail and any other business model that deals with customer service (and what kind of business doesn’t, really?), is all about improving the customer experience. Why is this such…

Around 2008 when the economy started taking a nosedive, everyone thought that the bridal industry would be recession proof. People will always get married, right? Wrong. According to Brian Beitler, Chief Marketing Officer/Executive Vice President,…