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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
Putting for survival
Like a million other people, Major James Nesmeth dreamed of improving his golf game from his usual score in the 90s. Circumstances forced him to quit the game completely for seven years–never …
May 24, 2012 - Harvey Mackay
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
HP unveils all-in-one retail system with touchscreen
HP's new all-in-one retail solution, the HP RP7, featuring a touch interface will be available in August, according to a company press release. It has also released the HP L6015tm and L6017tm Retail …
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
Why small retailers must work harder on customer service
This is a tale of two retailers, one of them a single-location local boutique shop, the other a major multinational corporation. One of them recently gave me extraordinary, above-and-beyond service …
May 7, 2012 - James Bickers
Take your work seriously, don't take yourself seriously
"Dilbert," which is carried in 1,100 newspapers, has helped us laugh at the crazy dynamics of the workplace. Now if we could only start laughing at ourselves. The late and much beloved chief …
May 2, 2012 - Harvey Mackay
When to use customer service games in training
Customer service games can add spice to a training program. I ought to know, I wrote the book! Unfortunately, I've seen too many games used just because ... well, I'm not sure why. The game was fun …
April 24, 2012 - Peggy Carlaw
Stop blabbing about innovation and start actually doing it
These days, every established company is at risk of having its industry — and its own business — disrupted by a startup. Cognizant of this, companies devote a lot of time to talking about …
April 17, 2012 - Aaron Shapiro