Retailers are faced with barriers in their quest for customer loyalty. The following barriers highlight five misconceptions commonly plaguing loyalty programs from achieving real success. See the article about five barriers to building retail customer loyalty… Read More

While sites like may strike us as nothing more than tasteless elitism, they point to the underlying human need to feel special, unique and valued via exclusive membership. See the article about The Enduring Allure of the Secret Handshake… Read More

I’m sensing a tipping point in how customers relate to loyalty program rewards, and my thinking goes like this: When customers choose which company to do business with, rewards just don’t matter like they used to. See the article about the death of loyalty rewards… Read More

Micah Solomon, co-author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization,” knows a few things about service himself, as an entrepreneur and sought-after source on the topic of loyalty. Solomon was kind enough to share with us seven tips for winning the hearts of fickle and time-starved consumers. See… Read More

The ten most widely read stories on Retail Customer Experience this year. It’s a batch of stories filled with actionable information — information that will continue to be relevant as we move into what promises to be a much better year for retail. See the article about the top 10 retail customer experience of 2010… Read More

No matter how you address it, customer loyalty emanates from excellent customer service. Consumers want their shopping experiences to be completely effortless and done to perfection. See the article about building customer loyalty… Read More

The holiday shopping season is fraught with retail myths. The myth that Black Friday actually increases profits. And the myth that the 3-day Thanksgiving weekend does anything to reinforce the loyalty of your Best Customers. See the article about betraying your best customers with holiday hysteria… Read More