The four different types of specialty retail associates

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How your employees can gawk, stalk, talk or rock the retail sales experience.

FEATURES


Customer service is simple, but it is not always easy

The difference between good and great is often just a little bit of extra effort by the employees who serve the customer.

Kimpton Karma brings big data full-circle

The boutique hotel chain, long known for delivering personalized experiences, has reincarnated its loyalty program, InTouch, to one that better reflects the kinds of relationships it strives for with its guests.

Four tips for leading lasting change that leads to higher sales

Your store staff has been doing things a certain way for a long time, and simply telling them they need to do something different doesn't work.

The power of consistent customer service

A few of the reasons why consistency is important and why focusing on basics is a first step to creating consistent experiences.

How to communicate price increases to your customers

Your customers need to be gently reminded of the value they are receiving from you.

Three common mistakes businesses make with customer experience

There are some common traps in customer experience design that can work in opposition to your goals.

Ken Blanchard on giving 'legendary service'

The key is to create a culture in which employees truly care, says one of the world's most respected authorities on leadership.

How to be a more prescriptive retail manager

Every performance development plan needs to contain both a diagnostic and prescriptive element.

How to add additional value to your products

How retail associates handle and present products to customers adds to, or reduces, the perceived value.

Offering great customer experiences when things go wrong

Good brand experiences are what keep customers coming back for more, but bad experiences can take a lifetime to erase.

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NEWS


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...

Webinar to explore hiring, employee theft

On Thursday, Feb. 20 at 2 p.m.

Retailers commit to 'Customer Bill of Rights'

On Monday, a number of large retailers met with the Rev. Al Sharpton, and agreed to publish and abide by a Customer Bill of Rights.

BBC report: Working at Amazon could cause 'physical and mental illness'

BBC reporter Adam Littler recently went undercover as a warehouse "picker" at online retailer Amazon. He brought with him a hidden camera, and set about documenting the often grueling job, which can involve walking upwards of 11 miles in a...

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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.