Blogs
Shared interests: The rise of collaborative consumption
by Doug Stephens — President, Retail Prophet Consulting
Believe it or not, the average power drill is used for a total of 15 minutes over the course of its lifetime. And that’s not unusual. Our cars, many household…
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The one word you need to know when it comes to holiday returns
by Micah Solomon — president, four aces inc
What’s the right way to handle holiday returns? Cheerfully.
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For beloved brands like Ikea and Amazon, simplicity is in the details
by Bryan Pearson — President, LoyaltyOne
You might not think umlauts, Big Macs and best sellers have a lot in common, but when it comes to brand perception they do. The commonality is simplicity, and…
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A retailer's Thanksgiving prayer
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
With Black Friday grabbing more headlines than the Thanksgiving holiday itself, I thought it would be worthwhile examining what a retailer's prayer would…
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Three tips to improve local retail customer experiences during the holidays
by Gary Edwards — Chief Customer Officer, Emathica
It's that time of year again. The holiday retail shopping season is upon us and scores of consumers are headed to your brick-and-mortar stores in search of…
read nowFocus! But on what?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Many of the most successful people I know attribute a great deal of their success to their ability to focus their time, effort and energy. The question is, how…
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Ebay: The other e-commerce giant that is reinventing retail
by Chris Petersen — Owner, IMS
Why do today's most innovative retailers seem to start with a vowel?
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The importance of building buzz in your organization before deploying digital signage
by Jessica Webster — Marketing Specialst, Horizon Display
The greatest asset you have invested in is not your product or service. It's not even your awesome new touch technology, it's your employees. That is why…
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How to survive your first holiday season as a retail manager
by Bob Phibbs — CEO, The Retail Doctor
When I was in college, I worked nights and weekends in a department store. I was there for the the guys shopping on Christmas Eve and for the after-holiday…
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Millennials are accepting more lax privacy policies in exchange for rewards
by Jeff Fromm — Executive Vice President, Barkley
Online privacy policies always seem to be a bunch of gibberish. Who actually reads the privacy policy anymore? When given the option to either read pages of…
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Make sure your associates are not practicing survey coercion
by Jim Joseph — President, Lippe Taylor
Last week in my class at NYU we discussed consumer surveys as a market research technique. They are a tried and true approach to getting feedback or getting to…
read nowTransforming your customers' necessary errands into something they want to do
by Micah Solomon — president, four aces inc
In anticipation of a recent overseas retail banking event where I was keynote speaker, I had the pleasure of interviewing Umpqua Bank Regional VP Michele…
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Selling what's in stock. Or not.
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
A salesperson recently asked me if selling only what's in stock is good service. When I asked for details, she elaborated.
read nowMarket share, pricing and profitability 'strategies'
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
A September 11, 2013 Reuters article, "iPhone 5c: Apple picks profit over market share yet again," provides an opportunity to make a distinction between market…
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Thieves tried to steal credit cards from Nordstrom
by Brad Cyprus — Chief of Security and Compliance, Vendor Safe Technologies
When you think of the name Nordstrom, what comes to mind? A large department store, with valuable products at fair prices? Crowds pushing and squeezing their…
read nowMyLowe's smartphone app a DIY tool for loyalty
by Bryan Pearson — President, LoyaltyOne
Call it a tool of engagement. The MyLowe’s smartphone app is making relationship-building a DIY project.
read nowThe one sentence you should never, ever speak in customer service
by Micah Solomon — president, four aces inc
When a customer contacts you to complain about your service or product, or needs your help in addressing a service-related breakdown — what I refer to as…
read nowIs ShopThis another nail in the coffin of traditional retailers?
by Chris Petersen — Owner, IMS
Before the proliferation of digital media, a primary way of learning about new products was through magazine articles and ads. To remember the cool stuff or…
read nowHow to handle a retail customer complaint in 6 steps
by Bob Phibbs — CEO, The Retail Doctor
Have you ever tried to make a customer complaint but been unable to?
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Are self-service kiosks our answer to convenience?
by Kisha Wilson — Marketing Manager, SlabbKiosks
Convenience has become an important factor in our daily lives increasing consumer demand for self?service options.
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