Blogs
The five things to know about "Retail Five Things to Know" blog posts
by Mark Murray — Director, The Store Channel
As I am a novice at this "blog thing," I went on a quick web safari to see how my maiden voyage with RCE measured up. On the journey, I discovered the rhythm…
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Updating the referral bonus
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
We all know that finding and retaining great people is a vital element for any experience-based store or company. What might not be as obvious is how much…
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Covert loyalty: Treat, or trick?
by Phaedra Hise — Senior Editor, COLLOQUY
Last week I received an invitation to join Zappo's VIP loyalty program. Of course I knew it existed. I had heard that it was a model of customer service and…
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In the blink of an eye ...
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
It's no secret that supermarkets spend literally hundreds of millions of dollars on advertising. They spend money on television, radio, print, email, online…
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Social media doesn't suck (but your marketing might)
by Doug Stephens — President, Retail Prophet Consulting
Hardly a day goes by that I don't read at least one article that debates the inherent value of social media. The marketing community continues to hunt for the…
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Five ways to make your store sensational
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
Like it or not, if you want to bring more customers in, it makes sense (and dollars as well) to make your establishment sensational. That's because statistics…
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Bank of America's pricing woes
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
It seems that every time Bank of America tries to raise fees it gets hammered in the press. Why is this? More importantly, what can you learn from their…
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Stale merchandise doesn't become fresher with age
by Bob Phibbs — CEO, The Retail Doctor
When I was just out of college I had a couple roommates. We shared buying the groceries, each taking a turn at buying based on need. One day I poured a glass…
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Some stats about Halloween
by Jim Joseph — President, Lippe Taylor
As we prepare for the what some consider to be the 4th biggest holiday in America (after "December", Thanksgiving, and 4th of July), I thought I'd share some…
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Guided customer service: Open and closed questions
by Peggy Carlaw — VP, Impact Learning Systems
Why are some customer service experiences better than others? Most often it's because the customer service representative confidently guides you through the…
read nowAre you getting your additional 13 percent?
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
The 2011 American Express Global Customer Service Barometer finds that 70% of American consumers are willing to spend an average of 13% more with companies…
read nowMy "Generous Brand" travelogue: Anaheim, London, Starbucks
by Mark Murray — Director, The Store Channel
As we watch the political football of healthcare being thrown at any potential voting block, the California based CareMore has marched through the goal line of…
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RECOMMERCE doesn't dilute sales, it increases customer understanding
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Trendwatching.com recently released its September Trend Briefing entitled Retail Renaissance. In it, they describe RECOMMERCE as a new retail standard. By…
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What terrible advertising looks like
by Paul Flanigan — Founder, The Preset Group
One of the key changes with advertising is that the customer has two things that, in previous decades, were never even considered:
read nowAT&T's 'clever' new ad
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
"I am so clever that sometimes I don't understand a single word of what I am saying." - Oscar Wilde
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A brief reminder of a long-ago heist
by Lisa Biank Fasig — Director, JZMcBride and Associates
Almost 20 years ago I was the victim of a rather rudimentary form of identify theft. One of my credit card bills had been intercepted at the post office, my…
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Desperate times, desperate measures?
by Annamaria Turano — Executive Director, MCAworks
Earlier this year, Kristy Reynolds, marketing professor at the University of Alabama's Culverhouse College of Commerce, indicated that methodical shopping, or…
read nowHyundai's Buyer Safety Net: Real protection, or another marketing gimmick?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Hyundai recently announced a trade-in guarantee. Buyers of a new Hyundai will know immediately what trade-in value they'll receive on their next purchase.
read nowA week later, we're still thinking about Steve
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
It's been a week since the world lost Steve Jobs. That sounds like a typical, dramatic and overblown statement from the media, but this is the rare case in…
read nowHow smart is PetSmart?
by Annamaria Turano — Executive Director, MCAworks
According to Dow Jones newswire today, PetSmart Inc. raised its third-quarter and full-year guidance, citing better-than-expected same-store sales growth.
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