Why you should solve customer problems, even when they're not your fault

by Shep Hyken — CAO, Shepard Presentations

Your store may not have created the problem, but it is still yours to solve.

Seven disruptive trends that will kill the 'dinosaurs of retail'

by Chris Petersen — Owner, IMS

Retail evolution is speeding up, and it waits for no one.

The real secrets to creating a memorable customer experience

by Kristen Gramigna — Chief Marketing Officer, BluePay

Research points to a strong return on investment for creating positive and memorable customer experiences.

The four different types of specialty retail associates

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

How your employees can gawk, stalk, talk or rock the retail sales experience.

Customer service is simple, but it is not always easy

by Shep Hyken — CAO, Shepard Presentations

The difference between good and great is often just a little bit of extra effort by the employees who serve the customer.

Maslow's hierarchy of needs and the psychology of loyalty programs

by Bryan Pearson — President, LoyaltyOne

Psychology 101 meets loyalty marketing.

NoshList adds new reservations feature for restaurants, retailers

July 31, 2014

NoshList has added reservations and scheduling features to its app, to help businesses further manage their daily wait lists.

Kimpton Karma brings big data full-circle

by Bryan Pearson — President, LoyaltyOne

The boutique hotel chain, long known for delivering personalized experiences, has reincarnated its loyalty program, InTouch, to one that better reflects the…

Four tips for leading lasting change that leads to higher sales

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

Your store staff has been doing things a certain way for a long time, and simply telling them they need to do something different doesn't work.

The power of consistent customer service

by Adam Toporek

A few of the reasons why consistency is important and why focusing on basics is a first step to creating consistent experiences.

Three common mistakes businesses make with customer experience

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

There are some common traps in customer experience design that can work in opposition to your goals.

Lucchese using gamification for employee training

June 23, 2014

Experticity, a platform for building and rewarding expertise in sales associates, has been chosen by footwear retailer Lucchese to elevate associates…

To drive store traffic, give shoppers something they can't get online

by Chris Petersen — Owner, IMS

Effective retail strategy is about where and how a retailer can engage consumers at experience touch points in the journey.

Ken Blanchard on giving 'legendary service'

by James Bickers — Editor, Networld Alliance

The key is to create a culture in which employees truly care, says one of the world's most respected authorities on leadership.

How to be a more prescriptive retail manager

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

Every performance development plan needs to contain both a diagnostic and prescriptive element.

How to add additional value to your products

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

How retail associates handle and present products to customers adds to, or reduces, the perceived value.

Offering great customer experiences when things go wrong

by Clare Evans

Good brand experiences are what keep customers coming back for more, but bad experiences can take a lifetime to erase.

How Automated Retail Can Increase Profits and Improve the Customer Experience

Traditional retailers are facing challenges from a hose of new channels, and it's critical for them to adapt to survive.

USAA, Amazon.com top annual customer service ratings by Temkin Group

May 21, 2014

Based on a study of 10,000 U.S consumers, USAA's banking business took the top spot in the 2014 Temkin Customer Service Ratings, which rates 233 companies…

Why your customer service has to include selling

by Bob Phibbs — CEO, The Retail Doctor

In addition to acquiring new customers, retailers need to focus on selling more to their existing ones.