Small Biz Trends

JULY 23, 2025

Key Takeaways Prioritize innovation to enhance products and attract tech-savvy customers, driving market share growth. Implement loyalty programs to retain customers and increase profits significantly through repeat purchases. Loyal customers drive repeat purchases and can considerably boost your revenue.

Marketing

A1 Retail

JULY 2, 2025

Taking place at the NEC Birmingham from 7–10 September 2025, this year’s show recognises the pressures facing independent retailers, from rising costs and evolving customer behaviours to the demands of digital transformation and responds with a powerful new programme of over 30 short, high-impact sessions.

Marketing

Theatro

NOVEMBER 28, 2024

Current trends indicate that while 80% of GENAI projects were initiated this year, most are at risk of failing due to the hype surrounding the technology and a lack of clear understanding regarding effective use cases and implementation strategies. Employees were not only more productive but also felt more valued and capable in their roles.

Employee Engagement

Small Biz Trends

JULY 19, 2025

Nevertheless, inconsistencies can confuse customers and weaken your brand identity, as seen with Uber ‘s logo changes that led to brand confusion. A unified visual identity improves the customer experience , ensuring a seamless experience that reinforces your messaging.

Marketing

Theatro

NOVEMBER 21, 2024

During this period, Theatro achieved significant growth by revolutionizing the retail customer experience with voice-controlled, hands-free mobile devices for store associates. Theatro is an established leader in innovative communication solutions, boosting operational efficiency and employee engagement.

Telecommunications

Small Biz Trends

JULY 25, 2025

A well-designed logo conveys your brand’s mission and values at a glance, whereas a carefully chosen color palette evokes specific emotions. A promise-capability gap, where your claims exceed actual delivery, leading to customer dissatisfaction. Maintain consistency across all touchpoints to improve customer experiences.

Customer Experience

365 Retail

MARCH 27, 2025

Taking place on 2nd and 3rd April at its new home at ExCeL London, RTS is set to welcome over 15,000 senior retail professionals for two days of insight, inspiration, and hands-on technology exploration. Hell be joined on stage by Customer Whisperer, Kate Hardcastle MBE.

Payment Services

Small Biz Trends

JUNE 10, 2025

It empowers you to create tailored training programs, ensuring your sales reps are always at their best. Employees engage with innovative learning modules, including role-playing exercises that simulate real sales calls and presentations. How does sales coaching software enhance customer service?

Management

Hyken

APRIL 29, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is a ‘wow moment’ in customer interactions? How can organizations operationalize positive customer feedback? How can an organization create a workplace culture focused on providing an amazing customer experience?

Employee Engagement

Hyken

MAY 5, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does the Net Promoter Score (NPS) help organizations measure the effectiveness of their customer experience programs? What role does employee engagement play in enhancing the customer experience?

Customer Experience

Small Biz Trends

JUNE 28, 2025

The telecommunications giant has introduced a short-term military suspension option, making it easier for those deployed for less than 90 days to maintain their services at a reduced cost. By signing up for Fios Home Internet with Auto Pay, customers can access plans for as low as $30 a month.

Payment Services

Hyken

DECEMBER 9, 2024

Each week, I read many customer service and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones.

Customer Experience

Hyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance.

Employee Engagement

Wiser

SEPTEMBER 20, 2022

According to a study done by Salesforce , 84 percent of consumers say that customer experience is just as important as a company’s products and services. In fact, customer experience is one of the biggest factors that retailers have to consider. How can retailers make sure they are meeting these customer needs?

Customer Experience

Retail TouchPoints

FEBRUARY 22, 2024

Rite Aid has launched its new ‘It Means More’ to celebrate its employees, who represent the company’s “steadfast focus on creating meaningful interactions,” according to a company statement.

Employee Engagement

Inside Retail

AUGUST 14, 2023

Price and value are at the forefront of everyone’s minds. Existing customers tend to spend nearly a third more too. Alongside pricing strategy and value-adds, there is another, vital way for retailers to provide more for their customers. Customer experience is driven by your people’s experience.

Customer Experience

Retail TouchPoints

MARCH 21, 2022

Or a customer receives immediate, personalized product promotions and recommendations the moment they walk in a store, creating a truly customized experience. These are just a few examples of what 5G can do for the retail customer experience. 5G can Drive Consumer Engagement. Improved Customer Experience.

Payment Services

Retail TouchPoints

AUGUST 4, 2021

The financial burden of finding, hiring and training replacement employees alone is enough to wreak havoc on an otherwise successful operation. When examining the negative impact this disruption of staff has on the customer experience as well, it’s obvious why success is not easily sustained. Streamline workplace operations.

Customer Retention

Hyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. Prior to my arrival at XGS, the company had trained its focus on the flooring space and had kicked off an ambitious growth phase. . Happy Enabled Employees = Happy Customers. Voice of Customer.

Customer Experience

Retail TouchPoints

MARCH 11, 2022

In fact, over the last 18 months, retailers have experienced a 17-point decline in customer satisfaction (CSAT) related to product availability and a 14-point drop in CSAT related to employee assistance, according to a Medallia Insights study of more than 85 global retailers. Final Thoughts.

Customer Experience

Retail TouchPoints

NOVEMBER 21, 2022

Customer experience in retail is more important than ever before, but businesses are struggling to meet the expectations of the modern consumer. However, a significant driver of quality customer experience and business success is employee experience, an area where companies have complete control.

Customer Experience

Retail TouchPoints

MARCH 3, 2023

Consumers now look for personalization throughout their interactions with a retailer at multiple touch points. A positive customer experience makes a valuable difference in a retailer’s success. Retailers are still at a nascent stage of personalization efforts for their customers.

Consumer

Inside Retail

MAY 23, 2024

This serves as a stark reminder that maintaining focus on Invisible PR is crucial for staying at the forefront of the retail industry. Simulating real-life scenarios allows retailers a deep understanding of how their Invisible PR initiatives translate into tangible customer interactions.

Employee Engagement

Hyken

APRIL 22, 2022

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. Connecting the dots.

Employee Engagement

Retail TouchPoints

OCTOBER 2, 2024

They even influence how employees engage with customers and deliver value. Understanding each of these touch points is critical for retailers to create the experiences that consumers desire. Creating this experience with analog signs is ineffective and time-consuming for workers.

Kiosk

Retail TouchPoints

MARCH 15, 2023

However, employee shortages are forcing many organizations to prioritize capabilities that support operating efficiency and store performance over employee engagement and loyalty. Many business leaders, and retailers specifically, plan to increase their investment in digital technology for the frontline.

Employee Engagement

Inside Retail

MAY 3, 2024

We’ve had a look at the opportunities within the market globally. Over the last five years, if not more, a broad acceptance and normalisation of piercing [has occurred], and there are several players globally that are looking at the space,” Friis said. “If I see the window in front of us.

Apparel

Retail TouchPoints

JULY 6, 2020

In essential positions, where employees work at grocery stores, pharmacies or health care facilities, these individuals put themselves at risk daily simply through continued public contact rather than staying safe at home. Many would rather not be at work regardless of their paycheck. .

Employee Engagement

Retail TouchPoints

MAY 27, 2022

A pilot program at a European retailer tested a game focused on a specific product knowledge area strategically chosen to sell new Bosch and Siemens high-end washing machines. for associates at several large consumer electronics retailers. The 10 stores where associates received the mobile-delivered training saw a 26.2%

Employee Engagement

Hyken

MARCH 25, 2022

This week we feature an article by Anjan Pathak, Co-founder and CTO at Vantage Circle , an Employee Engagement Platform. He shares how rewarding your customer experience team is critical to building an inspired, high-performing team. Also, research says that brands with a great customer experience get them 5.7

Customer Experience

Retail TouchPoints

APRIL 28, 2023

But in many places across the retail ecosystem, an employee’s day to day can still feel very manual and their connection back to others in the business is irregular at best. The findings show those who don’t work at desks are more likely to lack the tech and data they need to contribute to their organization.

Finance

Inside Retail

FEBRUARY 9, 2022

These ‘front-stage’ customer interactions are the surface layer of an interwoven chain of people and processes behind the scenes that contribute to creating a flawless customer experience (CX). The motivation of staff, the efficiency of internal processes and tools, and the company culture can make or break a brand experience.

Payment Services

Hyken

AUGUST 19, 2022

This week we feature an article by Cassidy McDonnell, Creative Solutions Manager at Balto Software , a company that helps agents live on the call to analyze what’s working and scale best practices in real-time. She shares how organizations can improve employee engagement and customer satisfaction.

Customer Experience

Hyken

APRIL 27, 2021

How diversity and inclusion impact the customer experience and what practices to adopt. Shep Hyken interviews Stacy Sherman, Founder of DoingCXRight and Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. Increase your empathy.

Customer Experience

Retail TouchPoints

OCTOBER 31, 2023

Results from Retail TouchPoints’ 2023 Store Operations Survey indicate that hiring and retaining associates, at 70% , and high employee turnover rates, at 67% , are their top challenges. Experts shared six best practices retailers can apply to cultivate a positive and social workplace as the holiday season picks up: 1.

Employee Engagement

Retail Focus

JANUARY 10, 2022

This includes anything from at-a-glance top-line trends to drilling down into significant growth metrics. Rather than isolating data teams from the people who rely on their insights, a well-executed analytics platform uses design that puts people first to keep everyone updated at the same time.

Employee Engagement

Retail TouchPoints

NOVEMBER 14, 2023

At first, conversation around the technology would have led you to believe its inventors had cured all of society’s ills. Or, at the very least, its inefficiencies. That made it the fastest-growing software application in human history. However, it quickly became clear that it wasn’t as simple as that. Let’s talk about your data.

Employee Engagement