Customer Service Blogs
Deceptive pricing
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
"I'm not upset that you lied to me, I'm upset that from now on I can't believe you." - Friedrich Nietzsche
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Traditions build customer loyalty
by Peggy Carlaw — VP, Impact Learning Systems
Over the weekend, I went on a trip to my favorite vacation spot: Family Camp. This is a little spot nestled in the forest of the Sierras right outside…
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Three ways you are frustrating your customers
by Bob Phibbs — CEO, The Retail Doctor
A buddy of mine named Matt heard about a big electronics store that was closing. He wanted to finally get a flat screen TV, but he and his wife were nervous…
read nowCustomer experience: Southern hospitality at its finest
by Peggy Carlaw — VP, Impact Learning Systems
I live in the happiest place in America. No, it's not Disneyland, it's San Luis Obispo, California. At times, it feels like I'm in a small southern town where…
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Avoiding your Napster Moment
by Doug Stephens — President, Retail Prophet Consulting
In a previous post I talked about how companies are often blind-sided by what I call Napster moments. Napster moments are radical, game-changing innovations…
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Safeway Borrows a Page from the Travel Industry
by Sharon Goldman — Senior Director, COLLOQUY
We’ve known for a while that Safeway, North America’s second largest grocery chain, has been on the right track when it comes to the Enterprise Loyalty…
read nowYou know your brand stinks when the government adds regulations
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
The U.S. Department of Transportation has issued new rules for the airline industry including price disclosures and cash penalties for a variety of airline…
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You have got to hit the customer
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
No, not literally! Although while hitting customers would obviously be bad for business, it would give you a chance to build a relationship with Bubba the Bail…
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Help the front line right the wrong
by Jeanne Bliss — Founder, CustomerBliss
Alma Rettew bought a holiday gift for a friend, and asked L.L. Bean, whom she bought it from, to get it to her friend on a specific date (the company has a…
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No teller of loyalty
by Lisa Biank Fasig — Director, JZMcBride and Associates
Got a surprising piece of news in the mail recently from my bank. Effective July 1, it said, I will no longer be able to earn reward points on purchases made…
read nowYou can't sell a Rolex like a Ram Truck
by Bob Phibbs — CEO, The Retail Doctor
More and more brands are opening their own retail outlets in an effort to make their brand stand out. But more importantly to control their image.
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How much does it cost to be rude?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Consumer Reports July 2011 edition tells us that "Sixty-four percent of respondents said that during the previous 12 months they had left a store because…
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Are your store operations preventing sales?
Have you ever had someone ask you the reason behind one of your policies or procedures, such as not accepting any deliveries on Tuesdays? Or, maybe you've had…
read nowFive tips for ruining a customer's experience
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
On a recent shopping trip to the local mall, it seems like everywhere I went some small but annoying thing happened that negatively affected my experience.
read nowScarcity mentality: Boon or bane?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Actually it could be either, depending upon where it exists.
read nowThe Retail Defense Team: Protecting stores from customers in a mall near you
Lease Line Deputies. Perhaps you've seen them. Perhaps you've had one working in your store. They're found in most retail malls, standing in front of their…
read nowWowing Customers Doesnt Come With A Groupon
by Bob Phibbs — CEO, The Retail Doctor
I was reading a blog about using Groupon for a restaurant and a posted comment stood out, "... the key is adding value, so that when they use their Groupon at…
read nowGuy Kawasaki on enchantment in retail
by Doug Stephens — President, Retail Prophet Consulting
I caught up with author, speaker and investor Guy Kawasaki to discuss his new book Enchantment: The Art of Changing Hearts, Minds and Actions. Specifically, I…
read nowThe rebate debate
by Sharon Goldman — Senior Director, COLLOQUY
According to research released by the Aberdeen Group last week, half of retailers use rebate programs as part of their mix of customer loyalty. In addition…
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How 'karma credit' can build a business
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
While charity may begin at home, you build business by bringing it into your store. What goes around truly does come around. Take care of other people, and…
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