Blogs
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…
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Retail 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…
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Retail 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…
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Socially 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.
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Pricing 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…
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Walgreens 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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Why adding on may be costing you sales
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Most specialty retailers whose staff is sales-focused emphasize add-ons. When done well, this approach can slightly increase a store's average sale, but I…
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The retail generation gap is killing premium brands
by Bob Phibbs — CEO, The Retail Doctor
As the keynote speaker last month at the Retail Customer Executive Summit, I focused on the humanity needed in retail. That's because, just like at the NRF…
read nowWhat retailers can learn from Hurricane Irene
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
Flashlights, first aid supplies, and batteries were must-haves for people in Hurricane Irene's path. But Pop-Tarts were high on the list of items people were…
read nowJewel-Oscos new strategy: Good business or sheer folly?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In a May 3, 2011 Chicago Tribune article Wallin Wong reported that Jewel-Osco "...is continuing to cut prices while tailoring its stores for individual…
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Why The Fresh Market is more fresh than Whole Foods
by Annamaria Turano — Executive Director, MCAworks
Founded in 1982, The Fresh Market, Inc. is a specialty grocery retailer focused on providing high-quality products in a unique and inviting atmosphere with a…
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Sears crafts social media for social good
by Lisa Biank Fasig — Director, JZMcBride and Associates
A lot of companies jump on the social media train because it's there, it's new and everybody's talking about it. In other words, they're afraid they might miss…
read nowOn the art of asking your customers a question
by Bob Phibbs — CEO, The Retail Doctor
The first question you ask in a conversation steers the outcome. You get them to listen or put them on the defense.
read nowWhen is a reward NOT a reward? A lesson from Panera Bread.
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In my previous post, "Buying customer loyalty," I railed against reward programs. One restaurant chain, Panera Bread, has proven my point via the type of…
read nowStop it. Stop it. Stop it.
by Lisa Biank Fasig — Director, JZMcBride and Associates
Sixteen months ago, a British retailer was forced to clear its shelves of teeny-weeny bikinis that came with padded bras. Why? Because the suits, sold at…
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Citi offers easy-peasy redemption option
by Sharon Goldman — Senior Director, COLLOQUY
As we mentioned in our most recent COLLOQUY cover story on today's "squeezed" middle class, offering flexible and simple redemption options is essential for…
read nowThe twenty-four hour WOW
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Former American Idol judge Simon Cowell often commented that even though a contestant's performance was good, and sometimes even quite good, nobody will…
read nowJohn Hodgman on how to save bookstores
by James Bickers — Editor, Networld Alliance
Comedian John Hodgman – one of the funniest people on the planet, if you ask me – was on The Daily Show the other night, discussing the demise of bookstores…
read nowPerception is reality: Why Wal-Mart needs to show shoppers the money
by Annamaria Turano — Executive Director, MCAworks
Yesterday's Wall Street Journal highlights that Wal-Mart's "aura of price leadership" has experienced a downturn since the recession, according to surveys by…
read nowDisney's price increases: Yoda or Goofy?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In a June 20, 2011 Orlando Sentinal article, "Disney pricing strategy: Seeking more profits out of long-term visitors," Jason Garcia cites hefty price…
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