A common modern retail myth is that customers do not want sales associates to approach or interact with them unless they are specifically sought for. This fable is now shattered, according to a survey ...

Forbes contributors publish independent expert analyses and insights. Nikki Baird is a top global retail innovation and technology advisor. One of the most challenging pieces of the puzzle is the role ...

About 83% of shoppers believe they’re more knowledgeable than retail store associates, though 79% say being able to engage with knowledgeable store associates is “important” or “very important,” ...

Although e-Commerce continues to grow as a retail channel, more than half (58%) of shoppers say online shopping lacks the level of service offered in stores, particularly recommendations and guidance ...

Walmart has started using Spark City, a simulation-style training game in the form of a mobile app, to assist in training its store associates and prepare them for a variety of potential in-store ...

Here is how a simple trip to buy a dishwasher turned into a 90-minute reminder that customer service is dying from indifference.

Do you remember shopping the old fashioned way? Strolling through town was such a "feel good" experience because you likely knew the shop owners and they likely knew you. If you needed a new suitcase, ...

So, what would you do if a customer tried to return a skirt that was clearly worn, and then licked her finger to prove the ...

To the casual shopper, Sears, one of America’s oldest retailers, may appear to be on life support. The department store chain that once reinvented how Americans shopped now barely has a ...