Blogs
How to build an expert customer service problem resolution approach
by Micah Solomon — president, four aces inc
An expert approach to customer service requires a well-defined process for problem resolution. Let’s look at how to start setting up such a process.
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Pricing: Innovation vs. enhancement
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Innovations premiums are huge. Early adopters often pay 3 to 4 times the price the mass market does. But what about product improvements? Do they carry the…
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Busting the myths of specialty retail
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
We achieve what we believe. Sometimes that serves us well, and sometimes that holds us back. Here are some of the myths that create barriers to success in…
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What can retail learn from community managers?
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
A few years ago, the role of community manager as we know it today didn’t exist. Social media was in its infancy, and as brands joined in they started to see…
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Why you need to 'multiculturize' your brand
by Arturo Nava — Managing Partner & Co-founder, Marketealo
There is a huge emerging Latino wave “Multiculturizing” America that will also change the mainstream market in the U.S. Latinos represent a massive $1.…
read nowIt's 10:00 oclock. Do you know where your profits are?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
When I began my consulting practice 24 years ago I’d go into companies and ask “What’s making money?” Most of the owners/CEOs would shrug, indicating that they…
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Why retail labor cuts are short-sighted
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
The supermarket industry is notoriously frugal. Rarely is an article written in the mainstream media that doesn’t mention the razor-thin margins retailers…
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Can 'digital associates' create a personal experience online?
by Chris Petersen — Owner, IMS
In my last blog, we discussed a major difference between e-commerce and retail stores. Online retail is very effective and efficient IF you know WHAT you want…
read nowMarketing faux pas
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Eric Spitznagel, in his SFGate article Memorable marketing flip-flops, highlights the errors of some well-known, well-respected brands.
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Avon's makeover: A world affair brought home
by Lisa Biank Fasig — Director, JZMcBride and Associates
When I was a teenager my sister sold Avon products. She was actually pretty good. Our house was filled with Skin So Soft lotion, Sweet Honesty perfume and…
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Hackers may just look to embarrass you
by Brad Cyprus — Chief of Security and Compliance, Vendor Safe Technologies
When you think about electronic security, what comes to mind? Do you consider how vulnerable your customer credit cards are, or how easily someone can break…
read nowHow one three-letter word can create a personal buying experience
by Chris Petersen — Owner, IMS
Much has been written and continues to be written about the battle between online e-commerce and retail stores. If it is only about lowest price, game over.
read nowWalmart's secret sauce: How the largest survives and thrives
by Chris Petersen — Owner, IMS
Amazon and omni-channel are sexy topics that grab a lot of retail press. But at the end of the day, Walmart is the largest retailer on the planet, and the…
read nowPositioning and pricing
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Pricing goes well beyond merely establishing a price. Indeed, there are some industries in which there’s little, if any, ability to adjust price. The health…
read nowLululemon can avoid sheer 'Luonacy'
by Lisa Biank Fasig — Director, JZMcBride and Associates
You'd think a yoga outfitter would afford its customers a little more flexibility.
read nowThis is the most popular customer service question ever
by Micah Solomon — president, four aces inc
“How should I compensate a customer for a service or product failure?”
read nowAmazon gets the press, but Alibaba and Asia are surging in online sales
by Chris Petersen — Owner, IMS
Come and meet Chris at this year's Retail Customer Experience Executive Summit! Registration is now open, and early-bird pricing is in effect.
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Five ways to raise your retail associates' conversion rate
by Bob Phibbs — CEO, The Retail Doctor
Brick and mortar retail stores face the daunting challenge of getting their retail associates to convert customers who are lookers into ones who are buyers.
read nowLearning from Oprah's roller coaster ride
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Tanya Young Williams offers great insights into Oprah Winfrey’s recovery after a near disastrous start of OWN (Oprah Winfrey Network). Whether they’re accurate…
read nowThe five ways retailers can beat showrooming
by Chris Petersen — Owner, IMS
The term "showrooming" is the new buzzword in the dictionary of retail. It refers to the act of consumers literally shopping on their smartphones while in the…
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