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In episode 46 of Total Retail Talks, Chuck Surack, founder and CEO of Sweetwater Sound, the nation's largest online music retailer, discusses how the brand has grown from humble beginnings to a leader in its space. Hint: treating its customers and employees the right way has a lot to do with it.
Sears Holdings Chief Executive Eddie Lampert is freaking out his employees. The CEO has started moving Kmart stockroom merchandise onto the sales floor. The move, according to the company, is aimed at freeing up employees to assist shoppers, making sure they “[do] not wait in line at the checkout,” reported the New York Post. But…
“I LOVE this shop,” my wife said when she came across a new dress shop in our local town. Love is a strong word, but that's exactly what retailers are trying to inspire in customers when they endeavor to build an emotional connection with them. The Harvard Business Review says that customers are emotionally connected…
With many people taking the mantra “You can’t take it with you” to heart these days, nonessential spending is predicted to increase 22 percent over the next five years. According to numerous psychological studies, spending money on experiences makes consumers happier than purchasing material goods. Retailers that embrace this change in consumer ideology will push beyond the traditional product and location…
CX is a complex, critical piece of every business, but there are four simple ways to ramp up your efforts and bring up your CX score:
Macy’s is testing artificial intelligence (AI) in 10 stores across the country. The department store chain is partnering with Satisfi for the “Macy’s On Call” app. Shoppers will be able to type in questions like, “Where are shoes located?” or “What floor is the bathroom?” and the bot will be able to respond. Macy's claims…
Starbucks announced sweeping changes to its benefits program Monday that will allow U.S. employees to choose from up to six different medical insurance providers instead of one. The company estimates the new options could save individual employees up to $800 a year by being able to choose a more customized plan. Employees who work 20 hours a…
Join us to discover what brands are doing to earn top rankings and learn the new, innovative ways they’re using digital gift cards.
On Monday, Costco took the final step in severing its 17-year relationship with American Express and began exclusively accepting Visa for credit card purchases at its stores. For more than 11 million customers, the switch meant cutting up their Costco-branded American Express cards and swapping them for a new Visa card issued by Citigroup. A transition…
Ace Hardware has the most satisfied shoppers among home improvement chains for the 10th year in a row, according to J.D. Power.
