Blogs
This 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 now
Amazon 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.
read now
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 now
Learning 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…
read now
Universal Plug and Play: A new report on an old problem
by Brad Cyprus — Chief of Security and Compliance, Vendor Safe Technologies
In the dark ages of personal computers (1980’s and 90’s), you either needed to be a computer geek or have access to one if you wanted any device to work with…
read now
How Walmart gets marketing right
by Jeff Fromm — Executive Vice President, Barkley
I believe that one of the reasons that Walmart has been so successful is its ability to think creatively about marketing. A case in point: Walmart recently…
read nowHow to apologize to customers without alienating employees
by Micah Solomon — president, four aces inc
In customer service, the key to an effective apology is to convey to the customer at the outset that you’re willing to take his side and share his viewpoint.
read nowMaking a 'value play'
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
My wife and I were in an electronics store. Neither of us are big on electronics. Our TV is 17 years old which gives you an idea of our interest in the latest…
read nowFive fundamentals required for 'ME-tailing' success
by Chris Petersen — Owner, IMS
It's the "Age of the Consumer." That's not news. The lead articles on retail are chocked full of stories about how consumers are now empowered through their…
read now
GameStop is safe (for now): PlayStation 4 won't block used games
by James Bickers — Editor, Networld Alliance
The multi-billion-dollar video game industry is currently between generations — that is, most of the major hardware manufacturers haven't put out a new machine…
read nowRetail survival will require both consumer and product centricity
by Chris Petersen — Owner, IMS
The term "consumer-centric" has been bandied about in retail a lot recently. What does it really mean to be a consumer centric retailer? Obviously, it means to…
read nowOverlooked benefits of price analysis
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
A common misconception about pricing is that it’s all about establishing the price. In a recent project my client and I improved their margin by 56 percent…
read now
Do your customers say they love you?
by Jeanne Bliss — Founder, CustomerBliss
Are customers saying they love you? At yelp, epinions, Twitter and hundreds of websites every day, customers who are treated well are not bashful about…
read now
Bank of America's CEO: Brave or naive?
by Colin Shaw — Founder & CEO, Beyond Philosophy
I have seen so many proclamations like the one Brian Moynihan, CEO of Bank of America sent to his 270,000 employees recently stating they needed to improve…
read nowCustomer service will transform your business ... starting today
by Micah Solomon — president, four aces inc
Customer service–exceptional, consistent, customer-centered service–can transform your business more quickly than nearly any other advantage.
read now
The future of the retail store
by Doug Stephens — President, Retail Prophet Consulting
Retail is dead! At least, that’s how Marc Andreessen sees it. The entrepreneur and tech investor was recently quoted saying that all physical retail stores…
read nowStage, actors, script: Great theater and retail
by Chris Petersen — Owner, IMS
One only needs to peruse the retail headlines to see the wide ranging discussion on the importance of customer experience in retail. In IMS Retail University…
read now
Giving shoppers what they don't know they want
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
The National Grocers Association and Supermarket Guru released some teaser facts from their Consumer Panel Survey that will be released at the annual…
read nowThe single greatest miss in retail store metrics: Footfalls
by Chris Petersen — Owner, IMS
Online retail knows everything about you, but stores are not even sure you were there.The old saying is "build it and they will come." One of the greatest…
read nowSubscribe
Get the latest news and resources from Retail Customer Experience.
Recent Posts
