Customer Service Blogs
The 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 now
How 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 now
Five 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 now
A 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:
read now
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…
read now
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…
read now
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…
read nowMarketing faux pas
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Eric Spitznagel, in his SFGate article Memorable marketing flip-flops, highlights the errors of some well-known, well-respected brands.
read now
Avon's makeover: A world affair brought home
by Lisa Biank Fasig — Director, JZMcBride and Associates
When I was a teenager my sister sold Avon products. She was actually pretty good. Our house was filled with Skin So Soft lotion, Sweet Honesty perfume and…
read nowHow one three-letter word can create a personal buying experience
by Chris Petersen — Owner, IMS
Much has been written and continues to be written about the battle between online e-commerce and retail stores. If it is only about lowest price, game over.
read nowPositioning and pricing
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Pricing goes well beyond merely establishing a price. Indeed, there are some industries in which there’s little, if any, ability to adjust price. The health…
read nowThis is the most popular customer service question ever
by Micah Solomon — president, four aces inc
“How should I compensate a customer for a service or product failure?”
read nowFive ways to raise your retail associates' conversion rate
by Bob Phibbs — CEO, The Retail Doctor
Brick and mortar retail stores face the daunting challenge of getting their retail associates to convert customers who are lookers into ones who are buyers.
read now
Do your customers say they love you?
by Jeanne Bliss — Founder, CustomerBliss
Are customers saying they love you? At yelp, epinions, Twitter and hundreds of websites every day, customers who are treated well are not bashful about…
read nowSubscribe
Get the latest news and resources from Retail Customer Experience.
