Blogs
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…
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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…
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How 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.
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Making 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…
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Five 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…
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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…
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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…
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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.
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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…
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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 nowTo bundle or not to bundle?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Business owners can’t seem to win. If they bundle their offerings, customers ask for itemization of the various components with the price of each clearly…
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An amazing customer experience from TSA?
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Last Friday I was in line for security at Logan airport. I noticed that there was only one agent checking IDs, so I figured this was going to be a long and…
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French made: Tax on personal data could cause dust up
by Bryan Pearson — President, LoyaltyOne
If there is one thing the French government is not laissez-faire about these days, it is taxes. But its recent proposal to attach tariffs to personal…
read nowWhat if Best Buy charged admission?
by Doug Stephens — President, Retail Prophet Consulting
O.K., suspend your disbelief just for a moment and hear me out…
read nowWhen retail associates hold their head up
by James Bickers — Editor, Networld Alliance
During a panel discussion this morning at the NRF 102nd Annual Convention & EXPO, the conversation turned to hiring and keeping employees that are willing…
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