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When it comes to providing customer service, companies often have only one chance to get it right. The reality is that even just one negative experience can be all it takes for a customer to take their business elsewhere.   

Joining the ranks of progressive burger chains that are jumping on the experience bandwagon, Wendy’s has engaged Service Management Group to measure the customer experience in all of its North America and international restaurants.   

The Mid-America Real Estate Group announced the hiring of Ashlee Yenney as its corporate marketing director. She will be responsible for marketing and public relations efforts across company offices in Chicago, Detroit, Milwaukee, Minneapolis, and Oakbrook Terrace, Illinois.  

Everyone remembers the malls of the Eighties, where teenagers congregated and where the latest names in fashion could be found in one amazingly convenient location. This phenomenon was once relevant and innovative, but innovation is fleeting by nature. How have malls changed the ways they connect with customers make the mall experience still worth their while?   

Photo: Adam Ketcheson, VP marketing and business-to-consumer   A company named after the first reptile to develop the feather for flight is expanding its store portfolio.    Arc’teryx Equipment, a manufacturer and retailer of high-performance outdoor apparel and equipment, has opened a 2,300-sq.-ft. flagship in New York City’s SoHo neighborhood. It is the company’s seventh fully-owned retail store in North America, with two more locations to open by yearend. 

There are a limited number of retail apps a customer will use, and an app that is siloed has no chance of being one of them.   Cognizant of the need to ensure a shopping app is part of a larger, streamlined omnichannel environment, specialty online fashion retailer Bluefly is releasing a new app built on the Mozu commerce platform. With nearly 42% of its sales coming from mobile, Bluefly is offering several features designed to put the customer in the center of the shopping experience.  

As the holiday shopping season rapidly approaches for marketers, a brand’s biggest challenge is to rise above the marketing noise and extend consumer engagement in ways that lead to purchase. How can you reward consumers while creating longer-term stickiness? Here are some of our favorite ways to drive return visits, increase brand-shopper interaction, and get on consumers’ nice lists this holiday season.   Holiday Gift Calendars