Bringing personalization beyond curated web experiences can require some special consideration. Associates play an important role in in-store personalization, but they need the right equipment to work ...

Forbes contributors publish independent expert analyses and insights. Brin is a Toronto-based contributor who covers physical retail. Apr 23, 2025, 01:32pm EDT Rails opened its second Washington, D.C.

The British Weather is no longer the only 'water-cooler' conversation as poor customer service experiences seem to have created a common bond for many. As service standards decline, is there any hope ...

Measuring the bottom-line effects of customer service has traditionally been difficult, but a new study quantifies its impact: 73% of consumers say that good customer service encourages them to spend ...

The massive crowds and doorbuster sales can make stores seem like the center of the world during the holiday season, but in truth, retailers are just facilitating someone else’s main event. “It's more ...

An analysis of Google reviews that mention store associates from top retail chains reveals the best and worst in-store customer service. Lowe’s has the top in-store associates across its retail chain, ...