Customer Service Blogs
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.
read nowHow to turn customer service best practices into standard practice
by Shep Hyken — CAO, Shepard Presentations
It was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech. The client had arranged ground…
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Five ways to rev up your retail staff
by Barbara Crowhurst — Retail Business Coach, Retail Makeover
Perhaps the biggest challenge retailers face is finding good people to staff their stores. In today's environment, it's hard to find skilled people who are…
read nowThe myth of motivation in retail and the customer experience
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Years ago I had an incredibly talented retail associate working for me. He was smart, charming, a fast learner, and one of the best salespeople I ever met.
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Why retailers need to keep a laser focus on the customer
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
I spent the first 15 years of my retail career in operations, i.e. working in and ultimately managing stores. Those years gave me invaluable first-hand…
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Your price is too high!
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
These words strike fear into the hearts of CEOs and salespeople like no others. The reality is that this is the one statement we should long to hear. Why?
read nowCustomer loyalty test: Will your customer evangelize your business?
by Shep Hyken — CAO, Shepard Presentations
The term "loyalty" usually brings to mind a long period of time … in other words, a lifetime customer. However, when I teach the concept of loyalty, I like to…
read nowFive requirements for improving employee performance for store growth
by Chris Petersen — Owner, IMS
From the headlines coming out of last month's NRF Big Show, it was difficult to tell if retail stores were "running scared" of e-commerce, or very optimistic…
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The future of retail: Death of a salesman
by Doug Stephens — President, Retail Prophet Consulting
Like most people, at least a half-dozen times a day I consult Google for answers. Some of what I search for is trivial, "bet-settling" sort of stuff but there…
read nowUsing customer feedback as an advantage
by Shep Hyken — CAO, Shepard Presentations
Customers have always had a voice, but today it is louder than ever. Great companies want to hear from their customers. They want their feedback, opinions and…
read nowMore than a lost sale
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
During a store visit I got a chance to talk with a young woman I consider an excellent sales person. She delivered very engaging experiences and seemed focused…
read nowFive customer service tactics to increase sales
by Shep Hyken — CAO, Shepard Presentations
As you read this, you may think this article could fall under the heading of sales tactics. I respectfully disagree. This is all about customer service, as it…
read nowYour staff inventory and 2014 development goals
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Hello again and Happy New Year!
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How to win with holiday shoppers, in-store and online
by Gary Edwards — Chief Customer Officer, Emathica
Fourth-quarter retail sales can make or break a brand, since anywhere from one-third to seventy percent of annual retail sales occur between Thanksgiving and…
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