Customer Service Blogs
When Must is Always, Should is Most of the Time, and Never is Out of the Question
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
One thing that fascinates me when working with retail chains is seeing the different levels of performance that spring from the same retail strategy. Each…
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DIY Should Mean Saving Money At Home and the Store
by Lisa Biank Fasig — Director, JZMcBride and Associates
The latest grocery news is that the Kroger Co. is testing a new self-checkout technology. My question is: What’s in it for me?
read nowAn Impeccable Customer Experience
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
When my children were younger and were called to a meal or wanted to help in the kitchen my wife always asked them if their hands were impeccably clean. She…
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Unbendable Customer Experience Rule #4
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Bad customer experiences get the attention. Good ones get the profit.
read nowAttention is Good, Isn't it?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
The wrong kind of attention doesn't help retailers one bit when it comes to customer experience and word-of-mouth.
read nowUnbendable Customer Experience Rule #3
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Never let your business processes dictate your customer's experience. More>>
read now2011 -- The Year of Retail Redesign
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
2011 will be the year of retail redesign. There are three reasons why this is true. The winners will be the stores that focus on value creation and do so by…
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Why Your Incentive Plan Might Be Killing Sales
by Doug Stephens — President, Retail Prophet Consulting
New research into human motivation may hold some surprises for companies who have long held to the "carrot and stick" approach to incentives. The truth is…
read nowPost Holiday Success: Maximizing the Season of Me
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Starting December 26th retailers move into what I call the Season of Me. Customers will descend on your store for the next two weeks armed with gift cards…
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Here's one way to fight the browse in-store, buy online trend
by James Bickers — Editor, Networld Alliance
… just not a very good way. Downright terrible, in fact.Consumerist got a tip on a specialty dancewear and shoe store that is sick and tired of people coming…
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The Best Price
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Do you have the best price?Are you sure?I recently saw an ad that said "We offer the best...at the best price." What does that mean? What is the best price?
read nowHoliday Shopping Dilemma
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
...when to buy.
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The holiday retail frenzy begins, but what about long-term loyalty?
by Sharon Goldman — Senior Director, COLLOQUY
Every year, the holiday retail frenzy seems to start earlier and earlier. This time around, it seemed like the Halloween decorations weren't even put up before…
read nowExpress Scripts' Prescription...
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
...for using technology to irritate it’s customers.
read nowAn independent retailer's viral plea for business
by James Bickers — Editor, Networld Alliance
Here in my hometown of Louisville, Kentucky, one of the most iconic fixtures of the local retail scene for the past 25 years has been the music store Ear…
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Rumors of the Death of Aspirational Shopping Are Greatly Exaggerated
by Bob Phibbs — CEO, The Retail Doctor
The goal of aspirational brands is to allow us to feel better about ourselves. That’s what we have always done. And always will do.
read nowPricing for Social Entrepreneurs
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In order to do good...
read nowWhy Apple Will Dominate Location Based Marketing
by Doug Stephens — President, Retail Prophet Consulting
Location based services are quickly becoming the marketers most powerful tool to reach consumers in a contextual and relevant way. But could an unlikely…
read nowEducating Consumers
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Are you stimulating consumption...
read nowI'm Worth It!
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Why do buyers pay premium prices...
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