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Making the right choice ... for your customer
Retailers make subconscious choices between making things easier for themselves or delivering the best experience for their customers almost every day. We rarely realize we're making this choice, but …
May 25, 2012 - Doug Fleener
When will I see the results of my customer experience program?
When we start working with a client to improve their customer experience I am often asked, "How long will it be before we see a result?" On the face of it whilst this sounds an easy question to …
May 23, 2012 - Colin Shaw
Call center coaching: Five tips to ensure your success
Managing staff — in any form — is hard work and requires a well-stocked repertoire of people skills, business acumen, and the ability to juggle multiple projects and deal with pressure …
May 22, 2012 - Peggy Carlaw
Why customers seem scarce - part 2
Last week we discussed how to grow your revenues, profits and customer bases when facing the challenges of industry overcapacity or a dying industry. Both situations leave sellers believing that …
May 10, 2012 - Dale Furtwengler
Where Best Buy went wrong
Long gone are the days when Best Buy ruled as the No. 1 retailer for all things electronic. The retail giant has not only lost its tight grasp on the market — in March, it reported a fiscal …
May 10, 2012 - Cherryh Butler
Anything they can do, you can do better
Take a look at the first-class section on any airplane today; it's full of corporate leaders lugging around Walter Isaacson's Steve Jobs biography, searching for insights they can use to make their …
May 9, 2012 - Aaron Shapiro
E-commerce sites improving customer service
A record 36 of the Top 100 online retailers achieved the "threshold for excellence" on the annual Top 100 E-Retail Satisfaction Index from customer experience analytics firm ForeSee. Scores of 80 or …
May 9, 2012
Fact or excuse? It depends.
While working with executives, owners and managers I hear a lot of reasons why something did or did not happen. Recently I've noticed that sometimes it feels like the person is making an excuse, but …
May 9, 2012 - Doug Fleener
To ignite your customers, fire up your employees
I'm one of those connected customers. I scan QR codes. I read product reviews. I'm never without my phone and it is loaded and ready with Google Shopper, Red Laser and Barcode Hero. I write reviews …
May 8, 2012 - Sheridan Orr
Two tales of retail showrooming
By now most folks have heard about "showrooming," the relatively new activity where consumers visit a brick and mortar store, look at a product they are interested in, and then buy it online …
May 8, 2012 - Jeff Weidauer