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 ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

Understanding the nuances of consumer behavior is paramount for marketers and customer experience leaders, naturally. The digital revolution, coupled with the rise of generative AI and the increasing ...

More than half (52%) of consumers engage with customer care representatives through three or four different communication channels, according to research from Ovum. In addition, 64% of U.S. consumers ...

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 ...

After years of digital acceleration, store closures and experimental formats, physical retail is entering a new phase — one defined less by experiential spectacle and more by service, relevance and ...

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.

A "broista" at Dutch Bros Coffee (No. 10 overall) serves up a drink with a smile. One of the company's core values is to "deliver an experience that leaves everyone stoked." Regulars at Dutch Bros ...