Customer Service Blogs
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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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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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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Maslow's hierarchy of needs and the psychology of loyalty programs
by Bryan Pearson — President, LoyaltyOne
Psychology 101 meets loyalty marketing.
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Kimpton Karma brings big data full-circle
by Bryan Pearson — President, LoyaltyOne
The boutique hotel chain, long known for delivering personalized experiences, has reincarnated its loyalty program, InTouch, to one that better reflects the…
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Four tips for leading lasting change that leads to higher sales
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Your store staff has been doing things a certain way for a long time, and simply telling them they need to do something different doesn't work.
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The power of consistent customer service
by Adam Toporek
A few of the reasons why consistency is important and why focusing on basics is a first step to creating consistent experiences.
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Three common mistakes businesses make with customer experience
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
There are some common traps in customer experience design that can work in opposition to your goals.
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To drive store traffic, give shoppers something they can't get online
by Chris Petersen — Owner, IMS
Effective retail strategy is about where and how a retailer can engage consumers at experience touch points in the journey.
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How to be a more prescriptive retail manager
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Every performance development plan needs to contain both a diagnostic and prescriptive element.
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How to add additional value to your products
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
How retail associates handle and present products to customers adds to, or reduces, the perceived value.
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Offering great customer experiences when things go wrong
by Clare Evans
Good brand experiences are what keep customers coming back for more, but bad experiences can take a lifetime to erase.
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Why your customer service has to include selling
by Bob Phibbs — CEO, The Retail Doctor
In addition to acquiring new customers, retailers need to focus on selling more to their existing ones.
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Improving your culture by sharing your story
by Andrew Sharpe — Retail Strategist, BRANDSPANK
Over the past few years the concept of "storytelling," from a marketing and branding perspective, has gained tremendous momentum. To someone like me, I see…
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How to be smart in a world of dumb retail mistakes
by Kristen Gramigna — Chief Marketing Officer, BluePay
There are no "magic bullets" that will instantly transform your retail store into a customer magnet. But there are steps you can take to avoid sabotaging…
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The rise of the millennial and what it means for retail
by Clare Evans
Making up a fourth of the population and responsible for over $600 billion in annual marketplace spending, it is little wonder that retailers are racing to win…
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The two sides of customer service training
by Shep Hyken — CAO, Shepard Presentations
Understanding what it means to deliver great customer service and being the type of person who can deliver it are two very different things. Anyone can read…
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Speed and quality: Must they be mutually exclusive?
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
Speed vs quality: Which is more important to your customers? And what impact does each of them have on the customer experience?
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Is the Apple retail model right for your company?
by Kristen Gramigna — Chief Marketing Officer, BluePay
With more than 9,000 stores at its peak, Blockbuster enjoyed a competitive advantage that no rival could duplicate. But with the ease and convenience of online…
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A boutique approach to loyalty, in four steps
by Bryan Pearson — President, LoyaltyOne
When it comes to competing against low-priced giants, specialty shops should ignore the specials and focus on the personals.
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