Meridian Provides Convenient, Secure, User-Friendly Sales Locker Solution.

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The next step in self-service solutions is a convenient, secure, user-friendly purchase pickup station for buyers (both online and in-store).  Meridian calls…

How to survive your first holiday season as a retail manager

by Bob Phibbs — CEO, The Retail Doctor

When I was in college, I worked nights and weekends in a department store. I was there for the the guys shopping on Christmas Eve and for the after-holiday…

Make sure your associates are not practicing survey coercion

by Jim Joseph — President, Lippe Taylor

Last week in my class at NYU we discussed consumer surveys as a market research technique. They are a tried and true approach to getting feedback or getting to…

Retail industry adds 37,600 jobs in October

November 11, 2013

The National Retail Federation issued the following statement from NRF president and CEO Matthew Shay and chief economist Jack Kleinhenz on the October jobs…

President Obama reportedly supports $10.10 minimum wage

November 11, 2013

Reports surfaced last week that President Obama supports an increase in the federal minimum wage to $10.10 an hour, from the current $7.25 an hour. This…

Transforming your customers' necessary errands into something they want to do

by Micah Solomon — president, four aces inc

In anticipation of a recent overseas retail banking event where I was keynote speaker, I had the pleasure of interviewing Umpqua Bank Regional VP Michele…

Selling what's in stock. Or not.

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

A salesperson recently asked me if selling only what's in stock is good service. When I asked for details, she elaborated.

Online retailer could benefit from some 'inside-the-box' thinking

One shopper presents a virtual case study on how not to deliver good customer service.

What AT&T's redesign can teach you about your stores

Especially for electronics and technology retailers, the human touch is becoming more important than ever.

The one sentence you should never, ever speak in customer service

by Micah Solomon — president, four aces inc

When a customer contacts you to complain about your service or product, or needs your help in addressing a service-related breakdown — what I refer to as…

Report: U.S. becoming a 'switching economy'

October 23, 2013

Despite having more data and insights into consumer desires and preferences, companies in the U.S. have failed to meaningfully improve customer satisfaction…

How to handle a retail customer complaint in 6 steps

by Bob Phibbs — CEO, The Retail Doctor

Have you ever tried to make a customer complaint but been unable to?

Australian specialty store inspires shoppers through technology

October 18, 2013

Choices Flooring, an Australian chain, has created its own store of the future with the help of interactive digital signage by Brisbane-based Prendi. Over the…

Macy's may break tradition and open doors on Thanksgiving

October 14, 2013

For the first time in Macy's 155-year history, certain store locations will open for business at 8 p.m. on Thanksgiving, according to a report in the Chicago…

Saks to introduce The Fifth Man concept shop

October 11, 2013

Chicago's flagship Saks Fifth Avenue store will offer men a "new lifestyle shopping experience all under one roof," said Tom Ott, senior vice president for…

Five ways you are losing retail customers

by Gary Edwards — Chief Customer Officer, Emathica

Customer loyalty is the backbone of every successful retail business. Although it is important to attract new customers, the real gauge of the brand's health…

Keynote speaker Lou Carbone at RCEES 2013

Lou Carbone, the "father of customer experience," gave the closing keynote address at this year's Retail Customer Experience Executive Summit. In this video…

The Brain Exchange: Customer service training

At this year's Retail Customer Experience Executive Summit, Retail Doctor Bob Phibbs led a table discussion on customer service training. Here is his brief…

The Brain Exchange: Employee-driven results

At this year's Retail Customer Experience Executive Summit, Evencia Leite of Trendsource led a table discussion on how to drive employee-driven results. Here…

Neiman Marcus, Bergdorf Goodman to permanently offer free shipping and returns

October 2, 2013

The Neiman Marcus Group announced that it would begin offering free standard shipping and returns for all domestic purchases made online and in-store. The…