Customer Service Blogs
Politics, religion and sex
I admit it right here in the first paragraph. I am not really going to talk about sex. Too easy, a lob shot. So in this year of presidential hopefuls popping…
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If nobody complains, is everything okay?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Heck no!
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What recent events in Japan will mean for luxury brands
by Bob Phibbs — CEO, The Retail Doctor
Before the news about Bin Laden, people were talking a lot about the effects from the tragic events in Japan. Of course there is a human side which we are all…
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Why do sales people forget that they are also buyers?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
A strange transformation takes place when a person takes on a sales role. It doesn't matter whether it's a "sales professional," a solo entrepreneur, a…
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5 Questions Companies Must Tackle To Attract & Retain Customers (Part 1)
by Jeanne Bliss — Founder, CustomerBliss
The best leaders in my life asked more questions than they gave answers. Too often we jump to prescribing. We feel we know what customers want. We believe we…
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Change your store hours to increase sales
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
No matter what state the economy is in, no matter how frugal consumers are, customer-centric retailers are building business. Here's one way for you to be one…
read nowWhy should anyone work for you?
The nightmare of finding people to work on the selling floor continues. It seems like it's been a problem forever. But the last 25 to 30 years it's been…
read nowAt Retail: Looking Good, Buying More
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
Oscar Wilde phrased it beautifully in "The Picture of Dorian Gray." He wrote, "It is only shallow people who do not judge by appearances." Right or wrong, most…
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Start a Customer Service War
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
I'm sure you saw that Walmart just launched a new ad campaign that promises "Low Prices. Every Day. On Everything." No doubt the big box stores are going to be…
read nowHow big do you have to be, to not care how your customers are being treated?
I've been wondering lately how big you actually have to be to stop caring about how you treat your customers.
read nowHow to sell luxury products without discounting
by Bob Phibbs — CEO, The Retail Doctor
Do you have a luxury product to sell? I'm not talking a good or better version of something you could find at some dollar store. I'm talking the best.Selling…
read nowWhat great looks like
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Over the last few weeks I've had the opportunity to work with some great retailers. Of course I'm biased, but I also see the very things that make them great.
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Apple praised for its role in helping the people of Japan
by James Bickers — Editor, Networld Alliance
Kevin Rose, the founder of Digg and a technology angel investor, published on his blog an email he received from an Apple employee in Japan. It tells a story…
read nowDaniel Pink's Drive & The Surprising Truth About Retail
by Bob Phibbs — CEO, The Retail Doctor
I finally picked up a copy of Daniel Pink's Drive: The Surprising Truth About What Motivates Us due to all the press and read it cover to cover.
read nowHave you outgrown your market?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
When you've become the best of the best, what do you do next?I've recently begun working with a gentleman who has reached the pinnacle of his profession and…
read nowBuilding a company of respect
by Jeanne Bliss — Founder, CustomerBliss
The Headsets.com experience is defined by the attitude of the customer service rep you reach when you call, and how you feel when you hang up the phone from…
read nowTried and true, or tired and through
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
I was talking with a retailer Monday who discussed with me all of the changes and decisions she needs to make concerning her stores, including investing in new…
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A missed opportunity to add loyalty value?
by Sharon Goldman — Senior Director, COLLOQUY
At COLLOQUY, we regularly discuss the benefits of using loyalty program data to improve customer relationships and targeted customer communication. But can a…
read nowRetail At Risk From Technology
by Bob Phibbs — CEO, The Retail Doctor
We need to address the real concerns facing retail instead of looking to technology for a quick fix. This Manifesto can spur you to change the way your retail…
read nowCustomer service greatness, as taught to us by PBS
by James Bickers — Editor, Networld Alliance
Here's an amazing story that any retailer can learn from, a story about the power of surprise and going above-and-beyond for the people that interact with…
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