News & Media From Doug Fleener
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…
read nowCould Santa steal from your store?
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
While running errands with my children this past weekend the topic of shoplifting came up. When I said that just about anyone could be a shoplifter, my…
read nowHire the person, not the resume
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
If you're like me, you have made some terrific hiring decisions. A number of people I hired went on to be excellent employees and highly successful people. The…
read nowFive ways retail leaders participate in their team's success
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
A couple weeks ago the Daily Retail Quote was, "True leadership comes not from position but from participation and effectiveness." Some of the best leaders…
read nowEmployment limbo
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Most employees leave a job for one of three reasons:
read nowFive steps to successful time off
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
We all need time away from work to clear our mind, recharge our batteries, and dedicate precious time to our family and friends. That's easier said than done…
read nowAccelerating your company or store's performance
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
accelerate - to cause faster or greater activity, development, progress, advancement, etc., in: to accelerate economic growth.
read nowMaking the right choice ... for your customer
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Retailers make subconscious choices between making things easier for themselves or delivering the best experience for their customers almost every day. We…
read nowFact or excuse? It depends.
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
While working with executives, owners and managers I hear a lot of reasons why something did or did not happen. Recently I've noticed that sometimes it feels…
read nowBragability
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Bragging is usually regarded as a less-than-admirable quality in a person, but I actually enjoy hearing people blow his/her own horn. Excessive self-importance…
read nowFollow-up for success
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
A few years ago I presented a seminar to around one hundred retailers. These people run stores whose products have a fairly high price point; they often offer…
read nowFour tips for exceeding your customer's expectations
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
When we exceed a customer's expectation he/she is more likely to make a purchase, become a repeat customer, and tell others about their great experience in our…
read nowWhat are your 2012 retail resolutions?
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
I know how busy you have likely been for the last few weeks, so I've taken the liberty of putting together some potential resolutions for you and your team in…
read nowWhat customers really remember from the holidays
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Long after the holiday and the online deals and big box sales, it's the shopping experiences that most customers remember.
read nowUpdating the referral bonus
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
We all know that finding and retaining great people is a vital element for any experience-based store or company. What might not be as obvious is how much…
read nowAre you getting your additional 13 percent?
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
The 2011 American Express Global Customer Service Barometer finds that 70% of American consumers are willing to spend an average of 13% more with companies…
read nowIdentifying and leveraging your VIP customers
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Of course all of your customers are important to the success of your business, but your top customers are even more important. Let's call them your VIPs.…
read nowThe 2011 holiday outlook for specialty stores
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
With Black Friday less than two months away, it's time to take a look at this year's holiday predictions. Here are some recent headlines about the upcoming…
read nowWhy adding on may be costing you sales
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Most specialty retailers whose staff is sales-focused emphasize add-ons. When done well, this approach can slightly increase a store's average sale, but I…
read nowThe twenty-four hour WOW
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Former American Idol judge Simon Cowell often commented that even though a contestant's performance was good, and sometimes even quite good, nobody will…
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