customer service
November 27, 2014
By Doug Stephens In my 2013 post, Ten Trends to Watch for in 2014, I said this would be the year we would hear much […]
August 29, 2013
By Doug Stephens Loyalty is an increasingly fleeting thing. In fact, the average Gen Y mother now defines “brand loyalty” as a window of allegiance lasting […]
September 16, 2012
By Doug Stephens Last week, upscale U.S. retailer Nordstrom was the latest in a long list of U.S. retailers who have declared their intent to enter […]
September 18, 2011
By Doug Stephens Technology has been steadily reducing the number of human service interactions we require in an average day. For at least the last decade, […]
February 16, 2011
By Doug Stephens One of the hottest topics at this year’s National Retail Federation conference was mobile point of sale. Whether offering customers the convenience of […]
January 15, 2011
One of the hottest topics at the 2011 National Retail Federation Conference was that consumers are increasingly using brick and mortar stores as mere showrooms to […]
January 13, 2011
By Doug Stephens If you’ve never attended the National Retail Federation conference in New York it’s truly a unique experience. A three day retail-a-thon, where delegates […]
January 11, 2011
By Doug Stephens Blogging Live from the National Retail Federation Conference It’s day one at North America’s largest retail industry gathering, the NRF conference in New […]
December 15, 2010
By Doug Stephens When we talk about the future of the retail experience the conversation often turns to obvious trends in technology, media and consumer behavior […]