When choosing means losing time

by Lisa Biank Fasig — Director, JZMcBride and Associates

On a recent trip to a popular local pottery shop – the kind of place where everything is made on the premises by hand – I was faced with an unexpected dilemma…

You can trust the experts to be wrong

by Harvey Mackay — Author, Mackay Mitchell

There are two types of experts, and it's very important to distinguish between them: There is the expert who can make something happen, and there is the expert…

Is Walmart losing out on deeper loyalty by not offering loyalty cards?

by Annamaria Turano — Executive Director, MCAworks

Walmart remains one of the few giant retailers which does not yet offer a customer loyalty card. In the new book, Walmart: Key Insights and Practical Lessons…

Another nail in the coffin of big box stores?

by Chris Petersen — Owner, IMS

You don't need to look very far to see another article on the growth of online retailing. The phenomenon of online shopping is truly worldwide. While Amazon…

Why customers seem scarce - part 2

by Dale Furtwengler — President, Furtwengler & Associates, P.C.

Last week we discussed how to grow your revenues, profits and customer bases when facing the challenges of industry overcapacity or a dying industry. Both…

Anything they can do, you can do better

by Aaron Shapiro — CEO, HUGE

Take a look at the first-class section on any airplane today; it's full of corporate leaders lugging around Walter Isaacson's Steve Jobs biography, searching…

Fact or excuse? It depends.

by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC

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…

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…

Two tales of retail showrooming

by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.

By now most folks have heard about "showrooming," the relatively new activity where consumers visit a brick and mortar store, look at a product they are…

Why small retailers must work harder on customer service

by James Bickers — Editor, Networld Alliance

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…

Why Customers Seem Scarce - Part 1

by Dale Furtwengler — President, Furtwengler & Associates, P.C.

Far too many sellers suffer believe that customers are scarce and that they can't raise prices for fear of losing the customers they have.

This Mother's Day, say it with plastic?

by Lisa Biank Fasig — Director, JZMcBride and Associates

Every year we spend billions of dollars trying to find a way to thank our mothers for labor pains and unconditional love, but it turns out our primary display…

Sometimes, taking care of non-customers makes your customers happier

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Caring about people isn't enough on its own to create a transformational customer experience. Without caring, however, treasured moments of genuine human…

My two newest favorite terms

by Jim Joseph — President, Lippe Taylor

If you've read my book, then you know that I'm not a big fan of marketing buzz words. You know the ones: words that get used over and over, all day long, to…

There is more to PCI than your POS software

by Brad Cyprus — Chief of Security and Compliance, Vendor Safe Technologies

There is an ugly truth in the world if you process your credit cards through your POS software. Businesses that fall under this model must understand that…

Take your work seriously, don't take yourself seriously

by Harvey Mackay — Author, Mackay Mitchell

"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.

Six retailers who blew it - BIG

When I give presentations, I typically like to use case studies to show customers best practices. However, it is frequently the object lessons of who blew it…

Kroger's prescription for phone relief

by Lisa Biank Fasig — Director, JZMcBride and Associates

Anyone who regularly goes to the pharmacy knows that the sound of a ringing phone is as prevalent as the rattle of bottled pills. Now Kroger Co. is testing a…

What is an industry leader?

by Dale Furtwengler — President, Furtwengler & Associates, P.C.

"Industry leader" is one of the financial press' favorite phrases, yet how often do they define the term? What makes one company, above all others, the…

When to use customer service games in training

by Peggy Carlaw — VP, Impact Learning Systems

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 ...