Blogs
Sorry John-Boy, but Sam's Club is real
by Lisa Biank Fasig — Director, JZMcBride and Associates
The Waltons of our childhood lived as a tight-knit family during the Great Depression in a rambling old house in the middle of rural Virginia. The Waltons of…
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Hey IKEA, this isn't sexist at all! Just kidding, it totally is.
by James Bickers — Editor, Networld Alliance
Had to double-check that I wasn't reading a story from The Onion at first, but no, I was on Adweek: An Australian IKEA location is testing Mänland, complete…
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CustomInk fuels revenue growth by putting uncensored customer reviews on their home page
by Jeanne Bliss — Founder, CustomerBliss
In this era of social media, companies who embrace customer feedback and "believe" the words of their customers earn the right to growth. They realize that…
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Lessons learned from Apple: Great customer experiences learn continuously
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Any brand that becomes good does so, in part, because it knows how to learn. Any brand that becomes great has developed the ability to keep on learning. Apple…
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Sales skills: Training (nurture) or personality (nature)?
by Peggy Carlaw — VP, Impact Learning Systems
The age-old debate — nature versus nurture — is a common theme that pops up for managers who are seeking the right sales candidates. It's an important…
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Make smart merchandising choices to avoid discounting
by Bob Phibbs — CEO, The Retail Doctor
Retailers are trying to keep up with the price-cutting frenzy of competitors, extreme couponers and daily deal sites.
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Sofia Vergara for Kmart
by Jim Joseph — President, Lippe Taylor
Sunday night was The Emmy Awards, and although she didn't win the award for which she was nominated, the big winner was Sofia Vergara.
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Retail readies for advent of tight pockets at Christmas
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
It's not a fashion statement, but an economic one. According to a survey commissioned by the London-based global news agency Reuters, American shoppers will…
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Why dynamic pricing is a trap you must avoid
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Last week we discussed the airline industry's use of dynamic pricing and its impact on us, as consumers. Two other well known organizations, Ticketmaster and…
read nowNetflix to split into two separate companies. Wait, what?
by James Bickers — Editor, Networld Alliance
I awoke this morning to a friendly, "personal" email from Reed Hastings, the co-founder and CEO of Netflix. "I messed up. I owe you an explanation," he says…
read nowFacebook Lists: Are marketers checking them twice?
by Lisa Biank Fasig — Director, JZMcBride and Associates
Has Facebook just made it easier for marketers to book face time?
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Missoni at Target: Thoughts from a marketer
by Annamaria Turano — Executive Director, MCAworks
The Missoni at Target campaign is great for Target's business but might prove to be disastrous for Missoni's brand.
read nowThe perils of dynamic pricing: Lessons learned from the airline industry
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
I was just introduced as a pricing guy to an airline consultant when he said "Our dynamic pricing model is working very well." What is dynamic pricing?
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My first book report: Restoration Hardware Fall 2011 Source Book
by Mark Murray — Director, The Store Channel
Weighing in at 3 lbs. with 616 colorful pages, the Restoration Hardware, Fall 2011 Source Book is the topic of my first posting for Retail Customer Experience.
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The income gap: The growing chasm between server and served
by Doug Stephens — President, Retail Prophet Consulting
Review any retail sales training program written in the past 50 years and you'll likely encounter multiple references to the word "rapport." Rapport, or the…
read nowRetail Customer Service 101: Phone etiquette
by Peggy Carlaw — VP, Impact Learning Systems
Considered common sense and unnecessary by many, telephone etiquette training is back in vogue. As many companies struggle to ride the fierce waves of…
read nowRetail experts share their big idea in one minute
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
At the 2011 Retail Customer Experience Executive Summit held in Minneapolis on August 8-10, 2011, I worked with some of the world’s best customer experience…
read nowSocially responsible retailing from Walmart and Patagonia
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
Patagonia has long had the reputation of being a socially responsible company. Walmart not so much. But this week, I think they're telling a similar story.
read nowPricing news vs. media theater
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
It seems that news media feel that they have a God-given right, if not a responsibility, to add even more anxiety to our already fragile psyches. The media…
read nowWalgreens lawsuit highlights the need for common sense in managing employees
by James Bickers — Editor, Networld Alliance
Expect some serious backlash against Walgreens when this story goes viral: Josefina Hernandez was an 18-year employee of the retailer, at the company's South…
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