Features, News & Blogs
  • 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 …
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  • 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 …
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  • 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 …
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  • 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 …
  • 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 …
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  • 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 …
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  • 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 …
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  • 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 …
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  • 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 …
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  • 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 …
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Retail employees are on the front lines of the battle; their abilities to take care of your customers often makes the difference between success and failure. Training those employees properly is one of the most important things a retailer ever does.

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