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.

Store employees balk at early Black Friday openings

November 15, 2011

Black Friday is quickly approaching as major retailers kick of the holiday shopping season earlier each year, hoping to be the first stop for Thanksgiving…

Is expansion on your horizon? Should it be?

by Dale Furtwengler — President, Furtwengler & Associates, P.C.

I was listening to a company's CEO/founder relate her company's rise to success, warts and all, when she stated that when they hit $3 million in revenue they…

Survey: Kohl's is America's favorite fashion retailer

November 7, 2011

Kohl's is the nation's favorite fashion retail chain, according to an annual consumer survey conducted by Market Force Information, a provider of customer…

Study: Annoying music drives customers away

November 3, 2011

Half of Britain's shoppers have left a store because they were annoyed by the music, according to a study by Immedia Plc, a company that develops music…

Guided customer service: Open and closed questions

by Peggy Carlaw — VP, Impact Learning Systems

Why are some customer service experiences better than others? Most often it's because the customer service representative confidently guides you through the…

Are you getting your additional 13 percent?

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

The 2011 American Express Global Customer Service Barometer finds that 70% of American consumers are willing to spend an average of 13% more with companies…

My "Generous Brand" travelogue: Anaheim, London, Starbucks

by Mark Murray — Director, The Store Channel

As we watch the political football of healthcare being thrown at any potential voting block, the California based CareMore has marched through the goal line of…

RECOMMERCE doesn't dilute sales, it increases customer understanding

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Trendwatching.com recently released its September Trend Briefing entitled Retail Renaissance. In it, they describe RECOMMERCE as a new retail standard. By…

Harvey Mackay: Taking care of customers is taking care of business

Nothing, absolutely nothing, is more important in running a business than stellar customer service.

Is the age of 'more' and 'faster' replacing 'the customer is king'?

by Harry Friedman

I admit it. I am a lot older physically than I think I am mentally. As Dr. Evil said so eloquently to his newfound son in the Austin Powers movie, "I'm hip."

Your role is silent! The debacle of Netflix

by Bob Phibbs — CEO, The Retail Doctor

I was one of the original adopters of Netflix. The simplicity of it all! Select the movies you want and they arrived in the mail.

Identifying and leveraging your VIP customers

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

Of course all of your customers are important to the success of your business, but your top customers are even more important. Let's call them your VIPs.…

How to cultivate long-term loyalty

by Peggy Carlaw — VP, Impact Learning Systems

I used to go to the same Chinese Restaurant weekly growing up. My family celebrated birthdays, graduations, and other fun celebrations at this restaurant.