Customer Service Blogs
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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What are you looking for: The cure or the story?
by Chris Petersen — Owner, IMS
Seth Godin is one of the most prolific writers and users of social media on this planet. He also writes very catchy headlines, like this one that caught my…
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How to create a drama-free store
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Staff drama can have a negative impact on morale, the customer experience, and sales results. Unfortunately, retail is essentially a petri dish for drama. Lots…
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Customer service goal: We don't want you to come back
by Shep Hyken — CAO, Shepard Presentations
Do you ever get the feeling that some business' customer service goal is the keep the customer from coming back?
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What not to do when you lose a customer
by Bob Phibbs — CEO, The Retail Doctor
A business owner's worst nightmare is learning they've lost their best customer.
read nowTraining retail employees: What is your ROI?
by Bob Phibbs — CEO, The Retail Doctor
"What if I train my retail employees, and then they leave?"
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Your data is only as good as your perspective
by Adam Toporek
Great customer experience strategies must inevitably be formed around good data. Even for smaller organizations that might not have the data quantity or…
read nowSix ways retailers can increase their conversion rates
by Bob Phibbs — CEO, The Retail Doctor
While many retailers ask how to attract more customers, the better question is how to increase your retail conversion rate.
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