• Sales skills: Training (nurture) or personality (nature)?

    Sales skills: Training (nurture) or personality (nature)?

    The age-old debate — nature versus nurture — is a common theme that pops up for managers who are seeking the right sales candidates. It's an important question: Do people have an innate …
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  • Make smart merchandising choices to avoid discounting

    Make smart merchandising choices to avoid discounting

    Retailers are trying to keep up with the price-cutting frenzy of competitors, extreme couponers and daily deal sites. Many feel they can only attract shoppers if it is a "deal," so that is how they …
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  • Sofia Vergara for Kmart

    Sofia Vergara for Kmart

    Sunday night was The Emmy Awards, and although she didn't win the award for which she was nominated, the big winner was Sofia Vergara. First of all, she is part of the ensemble cast of the best show …
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  • Retail readies for advent of tight pockets at Christmas

    Retail readies for advent of tight pockets at Christmas

    It's not a fashion statement, but an economic one. According to a survey commissioned by the London-based global news agency Reuters, American shoppers will be holding on to their wallets this year. …
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  • Why dynamic pricing is a trap you must avoid

    Why dynamic pricing is a trap you must avoid

    Last week we discussed the airline industry's use of dynamic pricing and its impact on us, as consumers. Two other well known organizations, Ticketmaster and the St. Louis Cardinals baseball team, …
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  • Netflix to split into two separate companies. Wait, what?

    Netflix to split into two separate companies. Wait, what?

    I awoke this morning to a friendly, "personal" email from Reed Hastings, the co-founder and CEO of Netflix. "I messed up. I owe you an explanation," he says, before level-headedly explaining the …
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  • Facebook Lists: Are marketers checking them twice?

    Facebook Lists: Are marketers checking them twice?

    Has Facebook just made it easier for marketers to book face time? The social network's latest innovation, to organize all of our vast networks of friends into more management "Smart Lists," basically …
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  • Missoni at Target: Thoughts from a marketer

    Missoni at Target: Thoughts from a marketer

    The Missoni at Target campaign is great for Target's business but might prove to be disastrous for Missoni's brand. Now that the expensive knitwear's iconic images (Missoni's zigzags) are within the …
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  • The perils of dynamic pricing: Lessons learned from the airline industry

    The perils of dynamic pricing: Lessons learned from the airline industry

    I was just introduced as a pricing guy to an airline consultant when he said "Our dynamic pricing model is working very well." What is dynamic pricing? It's constantly changing pricing that factors …
    5 comments
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  • My first book report: Restoration Hardware Fall 2011 Source Book

    My first book report: Restoration Hardware Fall 2011 Source Book

    Weighing in at 3 lbs. with 616 colorful pages, the Restoration Hardware, Fall 2011 Source Book is the topic of my first posting for Retail Customer Experience. Yes, I'm talking paper pages. It was a …
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  • The income gap: The growing chasm between server and served

    The income gap: The growing chasm between server and served

    Review any retail sales training program written in the past 50 years and you'll likely encounter multiple references to the word "rapport." Rapport, or the relationship and understanding between …
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  • Retail Customer Service 101: Phone etiquette

    Retail Customer Service 101: Phone etiquette

    Considered common sense and unnecessary by many, telephone etiquette training is back in vogue. As many companies struggle to ride the fierce waves of economic recovery, they are pointing the finger …
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  • Retail experts share their big idea in one minute

    Retail experts share their big idea in one minute

    At the 2011 Retail Customer Experience Executive Summit held in Minneapolis on August 8-10, 2011, I worked with some of the world's best customer experience designers and practitioners. Here, a few …
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  • Socially responsible retailing from Walmart and Patagonia

    Socially responsible retailing from Walmart and Patagonia

    Patagonia has long had the reputation of being a socially responsible company. Walmart not so much. But this week, I think they're telling a similar story. Each company is offering buying choices …
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  • Pricing news vs. media theater

    Pricing news vs. media theater

    It seems that news media feel that they have a God-given right, if not a responsibility, to add even more anxiety to our already fragile psyches. The media hype surrounding Washington's unwillingness …
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  • Walgreens lawsuit highlights the need for common sense in managing employees

    Walgreens lawsuit highlights the need for common sense in managing employees

    Expect some serious backlash against Walgreens when this story goes viral: Josefina Hernandez was an 18-year employee of the retailer, at the company's South San Francisco location. Hernandez is …
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  • Why adding on may be costing you sales

    Why adding on may be costing you sales

    Most specialty retailers whose staff is sales-focused emphasize add-ons. When done well, this approach can slightly increase a store's average sale, but I believe it also reduces how well a staff can …
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  • The retail generation gap is killing premium brands

    The retail generation gap is killing premium brands

    As the keynote speaker last month at the Retail Customer Executive Summit, I focused on the humanity needed in retail. That's because, just like at the NRF convention last January, we heard a lot …
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  • What retailers can learn from Hurricane Irene

    What retailers can learn from Hurricane Irene

    Flashlights, first aid supplies, and batteries were must-haves for people in Hurricane Irene's path. But Pop-Tarts were high on the list of items people were purchasing. According to Walmart, …
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  • Jewel-Osco’s new strategy: Good business or sheer folly?

    Jewel-Osco’s new strategy: Good business or sheer folly?

    In a May 3, 2011 Chicago Tribune article Wallin Wong reported that Jewel-Osco "...is continuing to cut prices while tailoring its stores for individual neighborhoods...to reverse sagging sales." For …
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Showing (461 - 480) of 803
BLOGGERS
Customer Experience on the Move
Why certification matters
Public relations and marketing strategies
Egging for the bigger basket
Marketing and brand communication
How Chevy wins at storytelling
Selling in the Real World
Four myths of the marketplace
Get to the Heart of Customer Service
How customer service builds brand loyalty
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