The torrent of customer feedback unleashed by e-commerce and social media is a good thing, as long as companies are able to mine the data to identify problems and improve operations.

ShopKeep POS was presented with a Bronze Stevie Award for Front-Line Customer Service Team of the Year in the Computer Hardware, Services & Software category at the seventh annual Stevie Awards for Sales & Customer Service.

Lowe’s announced that Lara Lee will join the company as SVP customer experience design, effective Feb 25.

In today’s connected world, complex technologies are creating richer consumer experiences, but are also creating greater expectations. With the explosion of connected and mobile devices in recent years, consumers now have better control of their interactions with the companies whom they choose to do business with than ever before.

Brad Anderson was named to the board of LightHaus, a provider of shopper insights based on video analytics.

Publix, Hy-Vee, H.E.B., Sam's Club, ShopRite, Aldi, Giant Eagle and JCPenney were among the highest-rated companies for customer service, according to new research from the Temkin Group.

Many companies can claim they have excellent customer services, but now Saks Inc. has the award to back that claim up.

Research results released Tuesday by Temkin Group, which rates the customer experience of 206 large companies across 18 industries, showed that only eight companies deliver excellent customer experience: Sam's Club and Publix led the pack, followed by Starbucks, Subway, Chick-fil-A, Aldi, Winn-Dixie, H.E.B., and credit unions.

Customer experience analytics firm ForeSee today released the results of their seventh annual Holiday E-Retail Satisfaction Index, and Target was ranked 29.

Earlier than ever opening hours over the holiday weekend placed unprecedented demands on store associates.

Black Friday sales for 2010 were up only 0.3% over last year, yet online sales are up 16% against last year. Sixty percent to 70% of offline, store and catalog sales are now impacted in some way by digital commerce, either through comparative ratings and reviews, research, or targeted promotions and personalized campaigns. Almost all retailers are making significant investments, ranging in scale from about 1% to 3% of revenue, in cross-channel capabilities including online, mobile, and social media to build brand and drive new revenue streams.