Customer Service Blogs
Four tips for exceeding your customer's expectations
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
When we exceed a customer's expectation he/she is more likely to make a purchase, become a repeat customer, and tell others about their great experience in our…
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So you aren't Johnny Depp ...
by Harvey Mackay — Author, Mackay Mitchell
Do you lack the dazzle of Angelina Jolie's lagoon-blue eyes or the regal command of Meryl Streep's screen poise? Come up short on George Clooney's suave or…
read nowWhat are your 2012 retail resolutions?
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
I know how busy you have likely been for the last few weeks, so I've taken the liberty of putting together some potential resolutions for you and your team in…
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Employee turnover: Are you causing it or preventing it?
There are many causes for turnover, but the single biggest reason for turnover in retail stores today is the inability of the sales staff to be successful. But…
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Want to be good at customer service? Be mediocre.
by Kimberly Nasief — President, Measure Consumer Perspectives
It's not too hard to rise above the competition these days. When you're out and about doing your errands or eating at a restaurant, how often do you walk out…
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Epic Retail Fails of 2011 [Infographic]
by James Bickers — Editor, Networld Alliance
Its been a rough couple of years for retail, but its been especially bad for some. Here are seven particularly startling retail fails from the past year.
read nowWhat customers really remember from the holidays
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Long after the holiday and the online deals and big box sales, it's the shopping experiences that most customers remember.
read nowKlout vs. Clout: Both are important to your business
by Kimberly Nasief — President, Measure Consumer Perspectives
I'd like to tell you a story about a friend of mine — and a business that did her wrong.
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25 things your employees should never do during the holidays
by Bob Phibbs — CEO, The Retail Doctor
The holidays are almost here so I've revised my list of blunt reminders for both staff and owners of specialty retailers. Unless you stop them from happening…
read nowAre you overlooking what your customers are looking over?
Most retailers spend a great deal of time making their stores visually appealing. Whether your merchandising style projects an opulent, prestigious image, or a…
read nowBathrooms: More than meets the eye
by Kimberly Nasief — President, Measure Consumer Perspectives
I recently saw an article online — "How the Restroom Symbolizes Your Whole Operation" — about sustainability and hygiene in the workplace, but it started me…
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Do you believe customers are an asset, or a cost center?
by Jeanne Bliss — Founder, CustomerBliss
With only one retail location, Zane's Cycles of Connecticut is one of the three largest bike shops in the United States. They sell $15 million each year in…
read nowMaximizing sales during the Christmas rush
'Twas the day before Christmas and all through the store,Not a salesperson was available, so I walked out the door.
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Is expansion on your horizon? Should it be?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
I was listening to a company's CEO/founder relate her company's rise to success, warts and all, when she stated that when they hit $3 million in revenue they…
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Guided customer service: Open and closed questions
by Peggy Carlaw — VP, Impact Learning Systems
Why are some customer service experiences better than others? Most often it's because the customer service representative confidently guides you through the…
read nowAre you getting your additional 13 percent?
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
The 2011 American Express Global Customer Service Barometer finds that 70% of American consumers are willing to spend an average of 13% more with companies…
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My "Generous Brand" travelogue: Anaheim, London, Starbucks
by Mark Murray — Director, The Store Channel
As we watch the political football of healthcare being thrown at any potential voting block, the California based CareMore has marched through the goal line of…
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RECOMMERCE doesn't dilute sales, it increases customer understanding
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Trendwatching.com recently released its September Trend Briefing entitled Retail Renaissance. In it, they describe RECOMMERCE as a new retail standard. By…
read nowIs the age of 'more' and 'faster' replacing 'the customer is king'?
I admit it. I am a lot older physically than I think I am mentally. As Dr. Evil said so eloquently to his newfound son in the Austin Powers movie, "I'm hip."
read nowYour role is silent! The debacle of Netflix
by Bob Phibbs — CEO, The Retail Doctor
I was one of the original adopters of Netflix. The simplicity of it all! Select the movies you want and they arrived in the mail.
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