What are your 2012 retail resolutions?

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

I know how busy you have likely been for the last few weeks, so I've taken the liberty of putting together some potential resolutions for you and your team in…

Best Buy CEO, FCC chairman among speakers at CES

January 3, 2012

Best Buy CEO Brian Dunn will discuss the state of the retail industry Jan. 11 at the Consumer Electronics Association's 2012 International CES in the Las Vegas…

Online retailers must provide better service

January 3, 2012

Although Cyber Monday 2011 set a record for the most online retail spending in a single day, and the weekend before Christmas was the second heaviest weekend…

Employee turnover: Are you causing it or preventing it?

by Harry Friedman

There are many causes for turnover, but the single biggest reason for turnover in retail stores today is the inability of the sales staff to be successful. But…

Want to be good at customer service? Be mediocre.

by Kimberly Nasief — President, Measure Consumer Perspectives

It's not too hard to rise above the competition these days. When you're out and about doing your errands or eating at a restaurant, how often do you walk out…

Survey announces 10 worst online retailers

January 2, 2012

Is it brand perception or actual high-quality service that gives online retailers their reputations? That's a question that 24/7 Wall St. set out to find by…

Sears CEO: Technology key to revitalizing company

January 2, 2012

Sears' chief executive officer, Lou D'Ambrosio, plans to turn around his company's performance by implementing technology and spending more money on stores…

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…