Consumer Behavior Blogs
A retail marketing wish list, from wise men to golden rings
by Bryan Pearson — President, LoyaltyOne
Who knows? Someone may be watching.
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How to align your loyalty program with your company's charitable works
by Bryan Pearson — President, LoyaltyOne
It took Scrooge three ghosts and a long night to become a charitable man. For many loyalty marketers, it only requires the spirit of competition.
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#GivingTuesday: Do we need another holiday this season?
by Chris Petersen — Owner, IMS
Another holiday concocted to get us to buy more gifts? On the contrary, this special day is a simple idea that can become one of your most important traditions…
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An amazing customer service idea: The $5 lifeboat
by Shep Hyken — CAO, Shepard Presentations
The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder Glenn.
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'Tis the season for insane pricing strategies
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In times of heavy discounting, retailers are ignoring the power of convenience.
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Should your stores have a lifetime return policy?
by Nandini Jammi — Chief Storyteller, Kayako
How Trader Joe's, Nordstrom and others benefit from offering this extremely generous policy.
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Respect your customer's time by resolving complaints quickly
by Shep Hyken — CAO, Shepard Presentations
Statistics show that the average adult in the United States spends 364 minutes on the phone every year waiting, and hoping, to talk to someone who can correct…
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Nine common mistakes that can wreck your retail business
by Bob Phibbs — CEO, The Retail Doctor
You can't always blame your company's hard times on the economy or the competition. Sometimes, it's a lack of focus on the fundamentals.
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Don't let 'holiday creep' ruin your retail story
by Andrew Sharpe — Retail Strategist, BRANDSPANK
On the surface, holiday creep may not seem like a problem for retailers, but when you take a closer look, you can see how this phenomenon contributes to the…
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A customer service lesson from Hy-Vee's social media team
by Shep Hyken — CAO, Shepard Presentations
You cannot stop your customers from talking about you on social media. Good or bad, they will tell the world of their experiences. Find a way to use it to your…
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Macy's omnichannel strategy: Moving engagement as well as sweaters
by Bryan Pearson — President, LoyaltyOne
Do bricks and mortar cost more than bytes and channels? For Macy's, the question may not matter as much as whether the two investments, combined, sell more…
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Why you should solve customer problems, even when they're not your fault
by Shep Hyken — CAO, Shepard Presentations
Your store may not have created the problem, but it is still yours to solve.
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Seven disruptive trends that will kill the 'dinosaurs of retail'
by Chris Petersen — Owner, IMS
Retail evolution is speeding up, and it waits for no one.
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The real secrets to creating a memorable customer experience
by Kristen Gramigna — Chief Marketing Officer, BluePay
Research points to a strong return on investment for creating positive and memorable customer experiences.
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Why it's time to retire the concept of generations
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
For marketers, labeling a target market as "millennials" or "boomers" makes as much sense as grouping all the Capricorns together and targeting them.
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Understanding the lifetime value of a loyal customer
by Bryan Pearson — President, LoyaltyOne
It is a business practice so long-standing it is practically a cliché. Companies fall all over themselves to woo new customers, but once they get them, they…
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The four different types of specialty retail associates
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
How your employees can gawk, stalk, talk or rock the retail sales experience.
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Walmart's web efforts leave much in store
by Bryan Pearson — President, LoyaltyOne
Walmart created some buzz when it announced plans to personalize its online shopping experience, but the news failed to address the white elephant that is…
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Seven critical questions required for business decision precision
by Chris Petersen — Owner, IMS
Today's retail stakes are too high for "lies, damned lies, and statistics."
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Customer service is simple, but it is not always easy
by Shep Hyken — CAO, Shepard Presentations
The difference between good and great is often just a little bit of extra effort by the employees who serve the customer.
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