Blogs
How to turn customer service best practices into standard practice
by Shep Hyken — CAO, Shepard Presentations
It was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech. The client had arranged ground…
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Pricing and human behavior modification
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
A recent study cited in The Australian suggests that charging fees for road usage would not only improve traffic flow, it would improve labor productivity.
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Choosing the right special effects for your brand's story
by Andrew Sharpe — Retail Strategist, BRANDSPANK
Last month I was in New York City for the National Retail Federation's (NRF) annual "Retail's BIG Show" conference. For those who have never attended this…
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Five ways to rev up your retail staff
by Barbara Crowhurst — Retail Business Coach, Retail Makeover
Perhaps the biggest challenge retailers face is finding good people to staff their stores. In today's environment, it's hard to find skilled people who are…
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Loyalty limelight: Vail Resorts' smart passes lead to peak engagement
by Bryan Pearson — President, LoyaltyOne
In a nutshell: In 2007, Vail Resorts began embedding RFID chips into its passes so it could more quickly and easily check tickets at airlifts. The single- and…
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The myth of motivation in retail and the customer experience
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Years ago I had an incredibly talented retail associate working for me. He was smart, charming, a fast learner, and one of the best salespeople I ever met.
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Clash of the titans: Alibaba vs. Amazon
by Chris Petersen — Owner, IMS
There are some predictions that 50 percent of major U.S. retailers will be gone by 2020. While it is too early to predict the demise of bricks and mortar, it's…
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Innovating under the Latin influence
by Arturo Nava — Managing Partner & Co-founder, Marketealo
Innovation is the life blood of any successful business; without it, companies cease to offer brands, products, services and experiences that delight their…
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Independent grocers: Three ways to gain a trade promotions edge
by James Tenser — Principal, VSN Strategies
When it comes to capturing their fair share of impact from trade deals, independent grocers have long struggled to match their crosstown, big-chain rivals.
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Why retailers need to keep a laser focus on the customer
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
I spent the first 15 years of my retail career in operations, i.e. working in and ultimately managing stores. Those years gave me invaluable first-hand…
read nowYour price is too high!
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
These words strike fear into the hearts of CEOs and salespeople like no others. The reality is that this is the one statement we should long to hear. Why?
read nowCustomer loyalty test: Will your customer evangelize your business?
by Shep Hyken — CAO, Shepard Presentations
The term "loyalty" usually brings to mind a long period of time … in other words, a lifetime customer. However, when I teach the concept of loyalty, I like to…
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Experience design can help architects design the retail store of the future
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Top retail store design architects have long been creating spaces that are functional for the brand and the customer. With the added element that experience…
read nowFive requirements for improving employee performance for store growth
by Chris Petersen — Owner, IMS
From the headlines coming out of last month's NRF Big Show, it was difficult to tell if retail stores were "running scared" of e-commerce, or very optimistic…
read nowPrice and profit
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
A January 9, 2014 Washington Post/Associated Press article, "Retailers of all stripes sing holiday blues," states that seven retailers have cut fourth quarter…
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Interactive kiosks are making an impact in schools
by Kisha Wilson — Marketing Manager, SlabbKiosks
There is no doubt that technology has infiltrated our schools and I am happy that it did. I'm in my thirties, and the school I attended was vastly different…
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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…
read nowUsing 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…
read nowMore 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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