Customer Service Blogs
Is there a strategy for customer loyalty?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
We often think of customer loyalty as something that the customer does or is responsible for to the business. But, real loyalty begins when the business is…
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The one word you need to know when it comes to holiday returns
by Micah Solomon — president, four aces inc
What’s the right way to handle holiday returns? Cheerfully.
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Three tips to improve local retail customer experiences during the holidays
by Gary Edwards — Chief Customer Officer, Emathica
It's that time of year again. The holiday retail shopping season is upon us and scores of consumers are headed to your brick-and-mortar stores in search of…
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How to survive your first holiday season as a retail manager
by Bob Phibbs — CEO, The Retail Doctor
When I was in college, I worked nights and weekends in a department store. I was there for the the guys shopping on Christmas Eve and for the after-holiday…
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Make sure your associates are not practicing survey coercion
by Jim Joseph — President, Lippe Taylor
Last week in my class at NYU we discussed consumer surveys as a market research technique. They are a tried and true approach to getting feedback or getting to…
read nowTransforming your customers' necessary errands into something they want to do
by Micah Solomon — president, four aces inc
In anticipation of a recent overseas retail banking event where I was keynote speaker, I had the pleasure of interviewing Umpqua Bank Regional VP Michele…
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Selling what's in stock. Or not.
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
A salesperson recently asked me if selling only what's in stock is good service. When I asked for details, she elaborated.
read nowThe one sentence you should never, ever speak in customer service
by Micah Solomon — president, four aces inc
When a customer contacts you to complain about your service or product, or needs your help in addressing a service-related breakdown — what I refer to as…
read nowHow to handle a retail customer complaint in 6 steps
by Bob Phibbs — CEO, The Retail Doctor
Have you ever tried to make a customer complaint but been unable to?
read nowFive ways you are losing retail customers
by Gary Edwards — Chief Customer Officer, Emathica
Customer loyalty is the backbone of every successful retail business. Although it is important to attract new customers, the real gauge of the brand's health…
read nowHow to replicate Disney's first-class customer experience
by Gary Edwards — Chief Customer Officer, Emathica
The Walt Disney Company has been pleasing audiences with its multi-faceted approach to entertainment since 1923. The envy of marketing executives around the…
read nowWhy Jerry Seinfeld is a customer service consultant
by Micah Solomon — president, four aces inc
"We're craving the nondigital even more these days, the authentically human interaction," says Jerry Seinfeld, explaining (I would argue) not just live standup…
read nowA brainstorming tool to use with your staff
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Your employees are a tremendous source of information and insight. They can share how to deliver a better customer experience, or how to sell more. They might…
read nowCustomer loyalty: Woody Allen vs. your local ATM
by Micah Solomon — president, four aces inc
In my years as a customer service consultant, I've yet to hear a customer blurt out anything that sounds like this:
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Best Buy's new look
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
A little over a year ago I had the worst buying experience I’ve ever had at my local Best Buy store. I thought that the two associates in front of me were…
read nowThe retail customer experience: In banking, pharmacies and other locked-in-customer situations
by Micah Solomon — president, four aces inc
To discuss why the retail customer experience matters, even when your customers are locked into buying from you, we need to back up a step or two: When you’re…
read nowHow to build an expert customer service problem resolution approach
by Micah Solomon — president, four aces inc
An expert approach to customer service requires a well-defined process for problem resolution. Let’s look at how to start setting up such a process.
read nowBusting the myths of specialty retail
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
We achieve what we believe. Sometimes that serves us well, and sometimes that holds us back. Here are some of the myths that create barriers to success in…
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What can retail learn from community managers?
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
A few years ago, the role of community manager as we know it today didn’t exist. Social media was in its infancy, and as brands joined in they started to see…
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Can 'digital associates' create a personal experience online?
by Chris Petersen — Owner, IMS
In my last blog, we discussed a major difference between e-commerce and retail stores. Online retail is very effective and efficient IF you know WHAT you want…
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