Customer Service Blogs
Identifying and leveraging your VIP customers
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Of course all of your customers are important to the success of your business, but your top customers are even more important. Let's call them your VIPs.…
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How to cultivate long-term loyalty
by Peggy Carlaw — VP, Impact Learning Systems
I used to go to the same Chinese Restaurant weekly growing up. My family celebrated birthdays, graduations, and other fun celebrations at this restaurant.
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The declining need for, and escalating value of, human service
by Doug Stephens — President, Retail Prophet Consulting
Technology has been steadily reducing the number of human service interactions we require in an average day. For at least the last decade, the list of what we…
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A lesson in customer service
by Jim Joseph — President, Lippe Taylor
I just got a text the other day that many of us hope never happens: the guy who has cut my hair for years is leaving the salon. Oh no!
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Enhanced customer service increases retail sales
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
The best thing you can say about the economy, is that it's shaky. Prices are up for everything–from groceries to gasoline. The unemployed are looking for…
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CustomInk fuels revenue growth by putting uncensored customer reviews on their home page
by Jeanne Bliss — Founder, CustomerBliss
In this era of social media, companies who embrace customer feedback and "believe" the words of their customers earn the right to growth. They realize that…
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Lessons learned from Apple: Great customer experiences learn continuously
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Any brand that becomes good does so, in part, because it knows how to learn. Any brand that becomes great has developed the ability to keep on learning. Apple…
read nowSales skills: Training (nurture) or personality (nature)?
by Peggy Carlaw — VP, Impact Learning Systems
The age-old debate — nature versus nurture — is a common theme that pops up for managers who are seeking the right sales candidates. It's an important…
read nowRetail Customer Service 101: Phone etiquette
by Peggy Carlaw — VP, Impact Learning Systems
Considered common sense and unnecessary by many, telephone etiquette training is back in vogue. As many companies struggle to ride the fierce waves of…
read nowRetail experts share their big idea in one minute
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
At the 2011 Retail Customer Experience Executive Summit held in Minneapolis on August 8-10, 2011, I worked with some of the world’s best customer experience…
read nowWhy adding on may be costing you sales
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Most specialty retailers whose staff is sales-focused emphasize add-ons. When done well, this approach can slightly increase a store's average sale, but I…
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The retail generation gap is killing premium brands
by Bob Phibbs — CEO, The Retail Doctor
As the keynote speaker last month at the Retail Customer Executive Summit, I focused on the humanity needed in retail. That's because, just like at the NRF…
read nowWhat retailers can learn from Hurricane Irene
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
Flashlights, first aid supplies, and batteries were must-haves for people in Hurricane Irene's path. But Pop-Tarts were high on the list of items people were…
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Why The Fresh Market is more fresh than Whole Foods
by Annamaria Turano — Executive Director, MCAworks
Founded in 1982, The Fresh Market, Inc. is a specialty grocery retailer focused on providing high-quality products in a unique and inviting atmosphere with a…
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Citi offers easy-peasy redemption option
by Sharon Goldman — Senior Director, COLLOQUY
As we mentioned in our most recent COLLOQUY cover story on today's "squeezed" middle class, offering flexible and simple redemption options is essential for…
read nowThe twenty-four hour WOW
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Former American Idol judge Simon Cowell often commented that even though a contestant's performance was good, and sometimes even quite good, nobody will…
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Recalling a solution
by Lisa Biank Fasig — Director, JZMcBride and Associates
The giant meat supplier Cargill has just delivered 36 million more reasons why we should buy our perishable foods from local farmers. And that can make…
read nowClosing the sale: Moving from transactions to 'thank you'
by Annamaria Turano — Executive Director, MCAworks
The customer decision-making process never ends with the actual sale. Too many retailers fail to recognize the importance and immediacy of the final step in…
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Zappo's Tony Hsieh on The Colbert Report
by James Bickers — Editor, Networld Alliance
In case you missed it: Zappo's CEO Tony Hsieh appeared as the interview guest on Comedy Central's "The Colbert Report" the other night, discussing his…
read nowThree ways to make your training more effective
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Whether you're a trainer for a company, or an executive, owner, or manager who is responsible for getting their employees trained, here are three ways to make…
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