Five 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…

Riding the Marrakesh Express to the roots of retail

by Chris Petersen — Owner, IMS

Practice customer experience management by focusing on the employee experience

by Kimberly Nasief — President, Measure Consumer Perspectives

Customer experience management can be directly linked to how the employees understand and view their workplace. It's easy to understand that if the employees…

Customer Experience Councils: A tool for overcoming organizational silos

by Colin Shaw — Founder & CEO, Beyond Philosophy

We all know a lack of coordination between an organization's departments can be one of the key factors in causing a poor customer experience. As an end-to-end…

Eight mistakes that kill your retail sales training

by Bob Phibbs — CEO, The Retail Doctor

You've only got one shot at training new hires. One. You can't go back...

Why tablets are so compelling to kids ... of all species

by Chris Petersen — Owner, IMS

The twins absolutely love their iPad. They can't get enough time on it. In this Miami family, the teenagers also exhibit a high preference for consumer…

Understanding retail's 'third shelf'

by Doug Stephens — President, Retail Prophet Consulting

There have always been two "shelves" in retail. The first can be found in the retail store and is where the product is most often evaluated and ultimately…

Price addiction: Why retailers are hooked on discounting

by Dale Furtwengler — President, Furtwengler & Associates, P.C.

It never ceases to amaze me how addicted people get to low prices. You probably think I'm talking about buyers, don't you? Well I'm not.

If you don't have a destination, you'll never get there

by Harvey Mackay — Author, Mackay Mitchell

Setting goals is simply the long-term version of keeping track of your time. Actually, a three-step process is involved:

To beat showrooming, change the showroom

by Chris Petersen — Owner, IMS

Almost every other retail headline is about the growing tide of online sales and the rise of mobile shopping. CEA just forecasted that more shoppers will shop…

Lessons learned from the Transit of Venus

by James Tenser — Principal, VSN Strategies

Recently I attended an event that will never be repeated in your or my lifetime. It was a viewing of the transit of the planet Venus across the face of the…

To send or not to send that email? Here is the answer.

by Bryan Pearson — President, LoyaltyOne

When it comes to consumer tolerance, there is a very fine line between email acceptance and inbox madness. At what point do your digital communications cross…

Accelerating 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.

Buyers behave irrationally

by Dale Furtwengler — President, Furtwengler & Associates, P.C.

Ruti Levy, in her Haaretz.com article "Building blocks of high prices," cited the fact that Israelis are paying 3 to 3.5 times what they would online for…

Brazil: Retail lessons from the land of beef

by Chris Petersen — Owner, IMS

While in much of the world economies and retail are still in recovery mode, Brazil is a bull of an economy. Brazil is bold, brazen and the land of where "beef…

You had me at hello, but: What neuromarketing and Big Data miss

I'm a geek. I love big data and ferreting out patterns. Nothing fascinates me more than the burgeoning field of neuromarketing.

Can pricing build trust?

by Dale Furtwengler — President, Furtwengler & Associates, P.C.

As business owners, we instinctively know that trust is essential to our success. The day we lose our customers trust is the day we lose their business. Game…

Putting for survival

by Harvey Mackay — Author, Mackay Mitchell

Like a million other people, Major James Nesmeth dreamed of improving his golf game from his usual score in the 90s. Circumstances forced him to quit the game…

The spectacular marketing fail of JC Penney

by Bob Phibbs — CEO, The Retail Doctor

Ron Johnson, Penney's CEO, said last week that "coupons were a drug."

When will I see the results of my customer experience program?

by Colin Shaw — Founder & CEO, Beyond Philosophy

When we start working with a client to improve their customer experience I am often asked, "How long will it be before we see a result?" On the face of it…