RCE Podcast episode 10: A #Likeable social media chat with @DaveKerpen

We're taking a break from our usual format this week and next, so that we can bring you a few brief highlights from the third annual Retail Customer Experience…

Best Buy looks to improve employees as a way to boost sales

September 7, 2012

After a decline in sales and uneven store performances, Best Buy CEO Hubert Joly plans to put more focus on employee training, according to an article on…

Mystery shopping professional conference coming this fall

by Kimberly Nasief — President, Measure Consumer Perspectives

Mystery shopping agencies, companies and mystery shoppers from around the country will be in San Diego, California this October in order to attend one of the…

You don't need to be a jerk to give bad customer service

by Micah Solomon — president, four aces inc

Great customer service — what I call anticipatory customer service — requires more these days than simply not being a jerk and not hiring jerks. It means…

Walmart revamps layaway to please customers

September 5, 2012

Walmart announced yesterday a consumer-driven change to its holiday layaway policy, extending the program and cutting fees.

Carmine Gallo on the five secrets revealed in the Apple Genius manual

The leaked training manual gives exclusive insight into how Apple succeeds at employee training and customer service.

New AT&T flagship takes retail experience to the future

August 30, 2012

A new AT&T flagship store is set to open tomorrow on Chicago’s Magnificent Mile and aims to give customers a one-of-a-kind retail experience.

Apple Genius training manual reveals sales secrets

August 29, 2012

A leaked copy of Apple's Genius Training student workbook was examined in an article on gizmodo.com this week, and the contents were extensively revealing of…

Target to get geeky with new partnership pilot

August 27, 2012

Shoppers at Denver-area Target stores will have extra help in solving electronics problems. Starting in late October, the Geek Squad will be available 80-hours…

5 reasons why plugging Best Buy into Target might work

by Chris Petersen — Owner, IMS

As I departed on my around the world journey to teach IMS Retail University, I had ample time to watch people using technology during my lengthy airport…

Why the Apple Store hires for smiles

by Carmine Gallo — President, GCG

After spending one year researching the Apple Retail Store, I reached the conclusion that the secret sauce to Apple's astonishing success in retail lies in…

The Hippocratic Oath of customer experience

For thousands of years, physicians have been taking the Hippocratic Oath to "first do no harm." This philosophy is also excellent advice for anyone dealing…

Small pet retailer still running with the big dogs

The CEO of a small chain of pet boutiques explains how he competes with big-box competitors.

Why don't the old customer service ways work anymore?

by Micah Solomon — president, four aces inc

"Why don't the old ways work with customers anymore?" I hear this question frequently when I'm speaking at a business event or starting a new customer service…

Tokyo toy co testing augmented reality kiosks

July 16, 2012

A Tokyo toy company is testing kiosks with augmented reality capabilities to allow shoppers to interact with toys even when they're still in packaging.

Klout: More social influence equals a better customer experience?

by Colin Shaw — Founder & CEO, Beyond Philosophy

I was very interested to see that organizations are starting to provide a better customer experience to people that have more social influence. You may have…

Bailey Banks & Biddle revamps in-store, online experience

July 11, 2012

Luxury jeweler Bailey Banks & Biddle is revamping its in-store and online shopping experience by implementing a new design studio, according to a company…

The customer loyalty/customer experience conundrum

Retailers often make the mistake of equating customer loyalty with the customer experience.

Five ways to drive customer conversion rates in your stores

Increasing conversion rate is a sales opportunity that many retailers completely overlook.

Is your customer experience smashable?

When was the last time your loss prevention team became an Internet sensation because of excellent customer service? Well, that's what happened when Joshie…