BETHESDA, MD. -- There's a "war room" in the basement of Marriott International's headquarters, and it's not one where its executives plot against Hilton. No, this war room is part of Marriott's new 10,000-square-foot
Realizing flaws in the existing sizing system, Stantt used 3-D body scans of more than 1,000 men to create a line of casual shirts that fit like they’re tailored. When sizing garments, most companies people
Too many customer service excellence and customer-centricity culture initiatives end up feeling to employees like they’ve been arbitrarily imposed from on high, by the CEO and her hand-picked consultants.
The difficult truth is that your customers don’t care about your innovation or your products; they care only about the result you can help them achieve. So while many companies believe they’re focused
An unrecognized killer of a positive customer experience? Speaking in industry jargon to your customers rather than using straightforward, simple language. Of course, every industry, every profession,
ReadWriteShop is an occasional series about the intersection of technology and commerce. E-commerce is already pretty much woven into our daily lives, but only in a limited, one-way sort of interaction
Peterson and his team see an untapped opportunity with the ascendancy of foodie culture. "Stores will combine the sociality and the indulgences of food with the pleasures of shopping," says WD Partners'
For some people, shopping is entertainment. For others, it’s something to get through without visible or psychic damage. Those emotions, either way, are likely to be heightened with the debut of MemoMi’s
As more shopping moves online, retailers are looking for ways to step up the in-store experience to make sure it remains compelling and convenient. The retail industry descended on New York this week the
A handful of purchases can unmask an anonymous credit card record In 2006, Netflix showed the world that anonymity isn't the same thing as privacy. The company released millions of movie ratings from users,
This story originally appeared on Buffer Body language is older and more innate for us as humans than even language or facial expressions. That’s why people born blind can perform the same body language
What motivates employees to go above and beyond the call of duty to provide a great customer experience? Disney tells a story about a little girl visiting a theme park who dropped her favorite doll over
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