How to turn angry customers into customer evangelists

.

Like most brilliant ideas, the premise is simple, but the results are excellent. It not only resolves the customer's complaint and restores confidence in the company but also makes the customer feel like part of the team.

FEATURES


Your employees are your brand

There is a direct tie to loyalty and retention between how companies treat their employees and how they treat their customers.

The two types of retail leaders

What did your employees personally focus on yesterday to accelerate sales growth? Does each employee know what his or her next level of performance is?

Customer service strategy: Deliver value with time

Your customers want you to know this: "Value my time and you value me." It's part of delivering amazing service.

Why customer service and branding are the same thing

If you aren't investing in customer service, you're omitting the most influential piece of your brand's story.

Teach, coach, and ride

The faster employees apply what they learn, and receive additional feedback, the faster they learn the skill and benefit from it.

Three modern improvements to the retail training manual

From gamification to law-enforcement simulations, technology is improving the ways retailers can get new associates up to speed.

Five ways to lose a customer

Customer service doesn't have to be terrible to drive shoppers away. Indifference and lukewarm attitudes are bad enough.

Is it time to draw a line in the sand for your underperformers?

The first time there is an issue with a retail employee, it needs to be addressed. If it happens again, you have a problem with the employee. If it continues to happen, you're the problem.

Customer service strategy: To serve and protect

If you strive to "serve and protect" customers by selling them what they truly need, you will earn their trust and confidence. And over time, that translates into customer loyalty.

Fueling the fire: Motivating your staff over the next week

Take a lesson from the 'age of rail' to keep your stores humming through this last week of holiday shopping.

See More »

NEWS


Goodwill, Walmart partner on retail career-training program

The Careers in Retail Initiative was made possible by a $3 million grant from the Walmart Foundation for a period of two years.

IBM empowering Shiseido Beauty Consultants with mobile platform

IBM has announced its collaboration with global cosmetics manufacturer Shiseido Co. Ltd. to provide its nearly 10,000 Beauty Consultants in Japan with mobile apps designed to provide new customer services, customer-centric product improvements and social innovations.

Webinar to discuss I-9 trends and tips

Homeland Security isn't just targeting big businesses anymore. Small to mid-size companies are under an increasingly watchful eye.

Study finds retailers cautiously optimistic about 2014 holiday sales

The most significant shifts for retailers in the 2014 holiday season can be found in omnichannel, which is changing the landscape for companies and impacting their holiday staffing strategies.

Nearly a quarter of shoppers choose to go to a competitor due to dissatisfaction with their retail experience

46 percent of shoppers who have unsatisfactory retail experiences do not let the retailer know and almost a quarter of these opt to shop at a competitor when they are unsatisfied with the cleanliness of the store, store associates, or the checkout process.

Target says it will 'respectfully request' shoppers not bring guns into stores [UPDATED]

For the past month, Target has had something of a PR nightmare on its hands in Texas, where the group Open Carry Texas has been meeting up and strolling the parking lots and aisles with rifles draped over their shoulders. It is legal in Texas to openly carry rifles in public, but not handguns.

Webinar on retail HR management now on-demand

In the webinar, Norma Prisock, HR director at Texas Book Company, discusses her company's transition from paper-based timecards and payroll forms to an all-electronic system.

Lucchese using gamification for employee training

Experticity, a platform for building and rewarding expertise in sales associates, has been chosen by footwear retailer Lucchese to elevate associates' expertise on the brand's rich history and craftsmanship. According to the companies, Experticity will create a gamified experience on...

Webinar to discuss workforce management

On June 12, Retail Customer Experience will present the free webinar, "Case Study: Control Labor Costs with Latest Cloud Technology." In this webinar, Norma Prisock, HR Director at Texas Book Company, will share how her organization has replaced manual and...

CXPA announces Customer Experience Innovation award winners

The Customer Experience Professionals Association (CXPA), an international non-profit organization created to guide and enhance the growing professional field of customer experience management, has announced the winners of its 2014 CX Innovation Awards: Akbank T.A.S., Cisco, National Car Rental, the...

NRF says jobs bounce back after slowdown

The National Retail Federation issued the statements below from President and CEO Matthew Shay and Chief Economist Jack Kleinhenz in response to the April jobs report released today. NRF calculated that retail employment increased 28,000 in April from March and 241,000 year-over-year.

NRF to host second virtual career fair

The National Retail Federation today announced it will host its second Virtual Career Fair, designed to connect students and young professionals seeking entry-level careers and internships with leading retailers. Recruiters from companies including Macy's, Nordstrom, Walgreens and Neiman Marcus will...

UK consumers less tolerant to poor service than US counterparts

New research from NewVoiceMedia reveals that U.K. consumers are less tolerant to poor customer service than those in the U.S..

Retail hiring webinar now available on demand

On Thursday, Feb.

Lowe's to hire 25K seasonal employees

Lowe's announced today it plans to hire approximately 25,000 seasonal employees at its stores in the United States during spring, the busiest time of year in the home improvement industry. Seasonal jobs available are focused on customer support and will...

See More »

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.