Blogs
The future of retail: Death of a salesman
by Doug Stephens — President, Retail Prophet Consulting
Like most people, at least a half-dozen times a day I consult Google for answers. Some of what I search for is trivial, "bet-settling" sort of stuff but there…
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Using customer feedback as an advantage
by Shep Hyken — CAO, Shepard Presentations
Customers have always had a voice, but today it is louder than ever. Great companies want to hear from their customers. They want their feedback, opinions and…
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More than a lost sale
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
During a store visit I got a chance to talk with a young woman I consider an excellent sales person. She delivered very engaging experiences and seemed focused…
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The 'miserable men of shopping,' via Instagram
by James Bickers — Editor, Networld Alliance
In the early days of my marriage, my wife and I spent a lot of time at local shopping malls. In those pre-children years, shopping was more a leisure activity…
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NRF bulletin: Personalization done right
by James Tenser — Principal, VSN Strategies
I've been on record many times as a hater of shopper loyalty, but an advocate of intelligent personalization.
read nowFive customer service tactics to increase sales
by Shep Hyken — CAO, Shepard Presentations
As you read this, you may think this article could fall under the heading of sales tactics. I respectfully disagree. This is all about customer service, as it…
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How do your CX efforts stack up?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Comparing your track record to others in the world of customer experience is a great way to find areas for improvement and see where you are doing well.
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ChaChing! Using value pricing to grow sales and profits, part 3
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In part 1 of this series, we dismissed the argument that value is vague by demonstrating that there are only three things that any buyer buys — image…
read nowChaChing! Using value pricing to grow sales and profits, part 2
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In Part 1 of this series, we addressed the concern that value is vague. We did so by recognizing that even though each of us defines value a little…
read nowCha-ching! Using value pricing to grow sales and profits, part 1
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
It's no secret that the quickest, easiest and least expensive way to grow your top line, margins and bottom line is to raise prices. Why, then, are you…
read nowTen trends to watch for in 2014
by Doug Stephens — President, Retail Prophet Consulting
2013 was another year of incredible change in the retail industry. From economics and demographics to media and technology, disruption came at retailers from…
read nowYour staff inventory and 2014 development goals
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Hello again and Happy New Year!
read nowFive predictions for customer experience in 2014
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Happy near year! Here are five things that I believe will impact customer experience in the coming months:
read nowThe problem with 'Priced to sell'
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Priced to Sell, an article that appeared in Bdaily Business News, touts the use of auctions to "achieve maximum value" from sales. According to the author…
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Saying no, thank you, to bad customer relations
by Lisa Biank Fasig — Director, JZMcBride and Associates
Consumers today are accustomed to earning points for their purchases, but coins for being courteous? How Nice.
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Declaring that you are omni-channel does not make it so
by Chris Petersen — Owner, IMS
You have to be living under a rock if you haven't seen the seismic shift in consumer shopping patterns. While US retailer stores did OK on Black Friday…
read nowNew Sears TV spot emphasizes that the retailer 'always has parking'
by James Bickers — Editor, Networld Alliance
I understand what they're getting at here, and by the end of this recent 30-second bit the point is made. Kinda. Maybe.
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Four differences between U.S. and European loyalty programs
by Bryan Pearson — President, LoyaltyOne
My dollar may be worth just 70 cents in Europe, but my loyalty rewards, and lessons, run in the multiples.
read nowWhy Amazon is droning on about new delivery methods
by Doug Stephens — President, Retail Prophet Consulting
Analysts and consumers alike are becoming increasingly accustomed to Amazon's announcements of bold and daring new projects. Most recently it was the Jeff…
read nowPricing tips from the Oracle of Omaha
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
The following quote appeared in an Andrew Frye and Dakin Campbell, February 17, 2011 Bloomberg article "Buffett Says Pricing Power More Important Than Good…
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