•  Use Customer Journey Maps to Improve Customer Experience
•  Adam Richardson, Harvard Business Review

•  Can segmenting by channel improve the customer journey?
•  Neil Davey, MyCustomer.com

•  Understanding Customer Experience
•  Adam Richardson, Harvard Business Review

•  Is Online Shopping Killing Traditional Retail?
•  ZippyCart Ecommerce News

•  Good Experiences Motivate Women to Share Product Info
•  eMarketer

•  How Consumers Use Social Media and Mobile Apps to Shop
•  Jim Lucas, Advertising Age

•  Nix Ambiguity and Focus for Lasting Change
•  Dan Heath and Chip Heath, Fast Company

•  Battle for consumer heats up
•  Marina Strauss, Globe and Mail

•  Kroger Simplifies Digital Couponing
•  T.L. Stanley, Brandweek

•  What women shoppers want: cleanliness and control
•  Interview with Paco Underhill

•  Deconstructing a year in Canada's retail industry
•  Report on Business

•  New Rules Of Mama Marketing: Older, Greener
•  Sarah Mahoney, Marketing Daily

•  Americans Will Spend 9% More For Excellent Service
•  American Express Global Customer Service Barometer

•  Financial Outlooks For 11 Major Retailers
•  RetailerDaily.com

•  Shaping customer experience...critical as retail recovers
•  K.C. Blonski, RetailCustomerExperience.com

•  What Creative Business Leaders Know
•  David Brier, Fast Company

•  Manifesto for Email Marketers: Consumers Demand Relevance
•  e-Dialog's Independent Study of Marketers

•  Getting Shoppers into Stores with Mobile Apps
•  eMarketer (interview with Scott Dunlap, NearbyNow Inc.)

•  Why mystery shopping isn't enough for retailers
•  Dr. Pawan Singh, RetailCustomerExperience.com

•  Women Shoppers Seek Guidance Online
•  Mark Dolliver, Adweek

•  P&G: ‘Holistic’ Approach With New Focus on Path to Purchase
•  Dan Alaimo, CPGmatters

•  Shopping at Cutting Edge of Consumer Research and Tech
•  Emily Bryson York, AdAge.com

•  Paid Brand Conversations to Rise
•  Brian Morrissey, Adweek

•  Does A Slow Growth Economy Affect Service Levels?
•  Peter Gurney, Customer Management IQ

•  Consumer Brand Loyalty Declines
•  RetailerDaily

•  Digitalization of Retail
•  Jeremy Lockhorn, ClickZ

•  Engaging Customers in Smart Conversations
•  eMarketer (interview with Rick Murray, Edelman Digital)

•  Using social media while building customer service
•  Cheryl Hanna, Service Untitled

•  The Real Story Behind the Growth of Store Brands
•  Vinit Doshi, HubMagazine.com

•  Men shop too: The four key factors for marketing to men
•  Dr. Bob Deutsch, RetailCustomerExperience.com

•  The New Consumer Frugality
•  Booz & Company

•  Marketing across the Generations
•  MarketingCharts

•  The Profitably Engaged Customer
•  John Young, COLLOQUY

•  Doing a Website Redesign for Marketing Results
•  HubSpot

•  Why consumers sign up for e-mail
•  Internet Retailer

•  Firms brush up on marketing to Generation C
•  Allison Lampert, The Gazette

•  Why We Buy: Six Basic Necessities That Drive Decision-Making
•  Holly Berberich, OneCoach

•  Branded Zone In-Store Campaigns
•  FLEXcon

•  The 7 New Truths About Your Customers
•  Kara Aaserud, PROFIT Magazine

•  What Is the Wallet Allocation Rule
•  Matthew McNerney and Timothy Keiningham, Shoppers Technology Institute

•  Why it is time for retailers to quit discounting, start rewarding
•  Bob Welch, Retail Customer Experience.com


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