Re-assuring the assurance factor: Why smiles and happy faces aren't enough

When providing customer service, courtesy is not a substitute for competence and skill.

Teamwork Retail using iPads to manage stores

December 29, 2011

Employees in Teamwork Retail stores are using iPads to ring up purchases and look up product info on the retail floor,

If only Ocean Marketing had been versed in bilateral customer service

December 29, 2011

The Ocean Marketing public relations nightmare that played out in the blogosphere last week never had to happen. Providing good customer service is retail 101…

3 things shoppers care more about than price

December 28, 2011

American consumers were less concerned with costs during the 2011 holiday shopping season than last year, according to the Foresee E-Retail Satisfaction Index…

What is 'knock your socks off customer service'?

Research finds that it costs five times more to attract a new customer than it does to keep one you already have.

Epic Retail Fails of 2011 [Infographic]

by James Bickers — Editor, Networld Alliance

It’s been a rough couple of years for retail, but it’s been especially bad for some. Here are seven particularly startling “retail fails” from the past year.

What customers really remember from the holidays

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

Long after the holiday and the online deals and big box sales, it's the shopping experiences that most customers remember.

Geo-fencing makes targeted text offers possible

December 4, 2011

Consumers who visit any of the 27 open-air malls owned by DDR, a commercial real estate company, can receive text messages offering deals from the retailers in…

Klout vs. Clout: Both are important to your business

by Kimberly Nasief — President, Measure Consumer Perspectives

I'd like to tell you a story about a friend of mine — and a business that did her wrong.

25 things your employees should never do during the holidays

by Bob Phibbs — CEO, The Retail Doctor

The holidays are almost here so I've revised my list of blunt reminders for both staff and owners of specialty retailers. Unless you stop them from happening…

Are you overlooking what your customers are looking over?

by Harry Friedman

Most retailers spend a great deal of time making their stores visually appealing. Whether your merchandising style projects an opulent, prestigious image, or a…

Increasing Guest Satisfaction with Productivity-Based Scheduling

Having the right employees at the right time can be a critical component of success.

Bathrooms: More than meets the eye

by Kimberly Nasief — President, Measure Consumer Perspectives

I recently saw an article online — "How the Restroom Symbolizes Your Whole Operation" — about sustainability and hygiene in the workplace, but it started me…

Do you believe customers are an asset, or a cost center?

by Jeanne Bliss — Founder, CustomerBliss

With only one retail location, Zane's Cycles of Connecticut is one of the three largest bike shops in the United States. They sell $15 million each year in…

Apple employees: We know where you are

November 28, 2011

Apple employees in Palo Alto, Calif., know the location of all their customers, thanks to a new technology the company is using to help speed purchases.

Poll: Retailers to lose customers if shelves aren't full

November 21, 2011

Nearly 70 percent of U.S. adults would avoid shopping at a retail store if they encountered empty shelves, according to a nationwide survey commissioned by…

Toys "R" Us intros new mobile solutions

November 21, 2011

Toys"R"Us shoppers have more ways to stock up on gifts this holiday season. In addition to updates made to store's iPhone and Android apps, Toys R Us has…

Maximizing sales during the Christmas rush

by Harry Friedman

'Twas the day before Christmas and all through the store,Not a salesper­son was available, so I walked out the door.

Survey names top 10 retailers for customer service

November 20, 2011

Whether it's an unbeatable return policy, a helpful sales associate or 24-hour shopping convenience, holiday shoppers define customer service in a variety of…

AT&T testing new store concept in Chicago

November 16, 2011

AT&T, with 2,300 stores, is one of the country's largest retailers, but now it's on a mission to be the best when it comes to customer service.