Successful brand leaders share advice, tips and industry insight


Restaurant operators and successful business leaders offer up perspectives about what it takes to be a success and remain a successful venture.


Tips, advice on preparing the brand for unit expansion

Brand unit and location growth requires capital and resources, but there are some other critical aspects as well, according to several successful franchise and restaurant leaders.

Building the brand culture: It’s all about empowering employees

Establishing a 'cult' philosophy in building a robust brand culture isn't a bad thing. In fact, it's one of several valuable and viable approaches.

A customer experience can have a shelf life of forever so make it good

Just as a great experience can boost business, a horrid customer experience can hurt the bottom line. What message would you send in the latter situation?

Consistency and avoiding Whac-A-Mole

An important attribute of a leader is consistency. Without it, employees are left to wonder what is and isn't acceptable. This also takes focus and energy away from the customer.

Top 10 sales bad habits (and how to break them)

Kevin Cundiff, vice president of warranty retail for Foretgra, lists the Top 10 mistakes retailers make and how to correct them.

A customer service journey map can lead to instant gratification

Customer experience expert outlines how a customer journey map can lead to instant gratification and avoid 'instant misery' for customers.

Learn why 'Fitting Rooms Matter'

'No buying decision is final until the try-on is complete!' says fitting room expert and Alert Tech CEO Marge Laney, who's on a one-woman mission to improve fitting rooms in retail apparel stores, in this excerpt from her new book, 'Fit Happens: Analog Buying in a Digital World.'

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.

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?

See More »


Walmart: We’re going to make shopping easier than ever

Retailer expects a huge wave of mobile devices hitting its online store this season.

Dysfunctional consumers require most attention as they can hurt revenue big time

Every retailer knows to pay attention and reward the loyal, happy consumer but they also need to pay close attention to the irate, angry shopper.

Whole Foods chiefs: We're sorry we overcharged customers

Whole Foods apologizes for overcharging incidents, vows to beef up training.

Will mobile app make hiring easier?

JobOn's new mobile app allows job seekers to apply and interview by video.

KFC franchisee using video intel solution to reward employees, improve customer experience

Instant, actionable video intelligence from Envysion contributes to two percent improvement in bottom line across KFC stores in six months, claims the company.

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.

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...

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...

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.