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…

There are a lot of routes you could take in attempting to nail a customer experience strategy for your organization. How do you know what’s the right answer? What efforts will bring better brand recognition,…

Starbucks’ CEO Howard Schultz is known for involving team members in the decision-making process at his company. When employees have a stake in authorship, they also feel a stake in the outcome, goes the theory….

Forrester Research has predicted that online retail sales will reach nearly $300 billion in the United States alone by 2015. As more across the globe turn to the web for gift ideas and for shopping…

It’s officially been one week since coming back from a jam-packed eTail week, where retailers and solution providers alike were abuzz with conversation about where the world of multichannel retail is going. From email marketing…