Retail lessons for today, learned from PBS' Mr. Selfridge

It turns out that what was true 100 years ago in retail is still true today.

Creating a differentiated experience that customers actually enjoy

Too often, unfortunately, retailers' differentiated customer experiences blend together in a sea of sameness.

A boutique approach to loyalty, in four steps

by Bryan Pearson — President, LoyaltyOne

When it comes to competing against low-priced giants, specialty shops should ignore the specials and focus on the personals.

What are you looking for: The cure or the story?

by Chris Petersen — Owner, IMS

Seth Godin is one of the most prolific writers and users of social media on this planet. He also writes very catchy headlines, like this one that caught my…

How to create a drama-free store

by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC

Staff drama can have a negative impact on morale, the customer experience, and sales results. Unfortunately, retail is essentially a petri dish for drama. Lots…

Customer service goal: We don't want you to come back

by Shep Hyken — CAO, Shepard Presentations

Do you ever get the feeling that some business' customer service goal is the keep the customer from coming back?

CFI Group receives statistical modeling patent for customer satisfaction research

March 28, 2014

CFI Group, a customer satisfaction measurement and analytics firm, announced it has been awarded Patent No. 8,666,515. According to the company, this patent…

What not to do when you lose a customer

by Bob Phibbs — CEO, The Retail Doctor

A business owner's worst nightmare is learning they've lost their best customer.

NRF to host second virtual career fair

March 25, 2014

The National Retail Federation today announced it will host its second Virtual Career Fair, designed to connect students and young professionals seeking…

How to make a better wireless store experience

Expectations of wireless carriers continue to rise, not just coverage and pricing but also the in-store experience.

Retail roundtable: What could Radio Shack have done differently?

Is this once-great retailer going to go the way of Circuit City?

What retailers can learn from the hospitality industry

Transforming culture requires a shift in focus, where friendliness and helpfulness are emphasized as much as efficiency.

Three ways retailers should prepare for the 'Internet of Things'

Retailers must prepare now for the changes that are coming. Here are three ways to get a head start.

US consumers twice as likely to share a bad service experience than UK counterparts

March 14, 2014

New research from NewVoiceMedia reveals that U.S. consumers are twice as likely to share a bad customer service experience than those in the U.K., whereas…

Training retail employees: What is your ROI?

by Bob Phibbs — CEO, The Retail Doctor

"What if I train my retail employees, and then they leave?"

Six questions to get actionable feedback from customers

It's important to ask questions, but it's also easy to ask questions that lead the witness.

Your data is only as good as your perspective

by Adam Toporek

Great customer experience strategies must inevitably be formed around good data. Even for smaller organizations that might not have the data quantity or…

Voice for the customer: The impact of internal customer advocates

Customers need someone inside the organization who is constantly fighting on their behalf.

Six ways retailers can increase their conversion rates

by Bob Phibbs — CEO, The Retail Doctor

While many retailers ask how to attract more customers, the better question is how to increase your retail conversion rate.

How to turn customer service best practices into standard practice

by Shep Hyken — CAO, Shepard Presentations

It was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech. The client had arranged ground…