Retail At Risk From Technology

by Bob Phibbs — CEO, The Retail Doctor

We need to address the real concerns facing retail instead of looking to technology for a quick fix. This Manifesto can spur you to change the way your retail…

Adrift in a sea of change? Check your internal compass.

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

I don't know a business owner/leader who hasn't, at one time or another, felt adrift in the sea of change. It's inevitable. Why?Business, like everything else…

Foursquare and Facebook Places Face-Off for Loyalty

by Sharon Goldman — Senior Director, COLLOQUY

The check-in wars are clearly in full swing. Foursquare recently boasted it had 381,576,305 check-ins worldwide in 2010, and while I don't know the exact…

How Much is that Downy in the Window?

by Lisa Biank Fasig — Director, JZMcBride and Associates

Heard the one about the fabric softener and the sleepwalker? The punch line takes place in a department store.

Customer service greatness, as taught to us by PBS

by James Bickers — Editor, Networld Alliance

Here's an amazing story that any retailer can learn from, a story about the power of surprise and going above-and-beyond for the people that interact with…

When Must is Always, Should is Most of the Time, and Never is Out of the Question

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

One thing that fascinates me when working with retail chains is seeing the different levels of performance that spring from the same retail strategy.  Each…

Triggering An Avalanche

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

 Will social media marketing...

Price: An Economic Indicator?

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

 Can pricing...

Who.A.U

by Jim Joseph — President, Lippe Taylor

During my holiday shopping frenzy in NYC this year, I had an experience that has me still scratching my head. I was walking down Broadway and spied out of the…

DIY Should Mean Saving Money At Home and the Store

by Lisa Biank Fasig — Director, JZMcBride and Associates

The latest grocery news is that the Kroger Co. is testing a new self-checkout technology. My question is: What’s in it for me?

Educating the Buyer

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

If you want leverage in a sales call...

An Impeccable Customer Experience

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

When my children were younger and were called to a meal or wanted to help in the kitchen my wife always asked them if their hands were impeccably clean.  She…

Further Evidence...

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

 ...that low-price strategies have a finite life. 

Unbendable Customer Experience Rule #4

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Bad customer experiences get the attention. Good ones get the profit.

Attention is Good, Isn't it?

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

The wrong kind of attention doesn't help retailers one bit when it comes to customer experience and word-of-mouth. 

In Every Sale

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

Someone is training...

Favorite Marketing Moments of 2010

by Jim Joseph — President, Lippe Taylor

Apology to BOA

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

...and to you.

Unbendable Customer Experience Rule #3

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Never let your business processes dictate your customer's experience.  More>>

2011 -- The Year of Retail Redesign

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

2011 will be the year of retail redesign. There are three reasons why this is true. The winners will be the stores that focus on value creation and do so by…