Staffing and Training Blogs
When Must is Always, Should is Most of the Time, and Never is Out of the Question
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
One thing that fascinates me when working with retail chains is seeing the different levels of performance that spring from the same retail strategy. Each…
read nowAn Impeccable Customer Experience
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
When my children were younger and were called to a meal or wanted to help in the kitchen my wife always asked them if their hands were impeccably clean. She…
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Why Your Incentive Plan Might Be Killing Sales
by Doug Stephens — President, Retail Prophet Consulting
New research into human motivation may hold some surprises for companies who have long held to the "carrot and stick" approach to incentives. The truth is…
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How To Politely Say, "You Suck" to a Retailer
by Bob Phibbs — CEO, The Retail Doctor
When you don't get a word from an employee at a store, call them on it with this simple tool to improve their customer service.
read nowRumors of the Death of Aspirational Shopping Are Greatly Exaggerated
by Bob Phibbs — CEO, The Retail Doctor
The goal of aspirational brands is to allow us to feel better about ourselves. That’s what we have always done. And always will do.
read nowYes Virginia, Retail Holiday Sales Will Suck... Again!
by Bob Phibbs — CEO, The Retail Doctor
Wherever you look from now until the first week of January, there will be one consistent message: retail holiday sales will suck. That's because the evidence…
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Unbendable Customer Experience Rule #1
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Regardless of how much you spend to support it, your brand is still no better than how your customers experience it.
read nowRebuttal to Mary Hunt in Woman's Day Magazine: Retailers Don't Trick Customers
by Bob Phibbs — CEO, The Retail Doctor
Mary Hunt takes aim at retailers by telling Amiable personalities they are all wrong and should become like her, an Analytical. I hate this type of X-files…
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If the Culture Fits
by Sharon Goldman — Senior Director, COLLOQUY
In the humorous commercials from California’s Milk Advisory Board, viewers are told that "great cheese comes from happy cows." Whether or not cheerful bovines…
read nowNo, Your Customer Can't Put Off the Purchase!
by Bob Phibbs — CEO, The Retail Doctor
If you can't find the energy to explain why waiting is not an option, you'll never make a sale in this economy. And the more expensive the item is that you…
read nowAn Inconvenient Truth About Bad Customer Service
by Doug Stephens — President, Retail Prophet Consulting
What if you could get the least engaged staff member to actually care about your customers? What kind of difference would that make to your business? In this…
read nowAbercrombie & Fitch: Sex Obviously Doesn't Sell
by Bob Phibbs — CEO, The Retail Doctor
If “sex sells” then why have they lost so many of their customers? Sure their Manhattan store sells $100 million a year to gawker tourists, but how about the…
read nowWhy Your Best Managers Have To Drink
by Bob Phibbs — CEO, The Retail Doctor
Driver personalities are the natural leaders. When they are second-guessed, their motives and methods questioned and they are not allowed to shine, or made to…
read nowJune Quote
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Behind every great customer experience is a great employee experience.
read nowThe Value of Employee Experience
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Now is the time to focus on all aspects of your employee experience.
read nowShould You Recruit Gay Men To Sell Your Merch? Maybe
by Bob Phibbs — CEO, The Retail Doctor
The Expressive is the spark-plug to your crew. They are the one that adds color, excitement and fun. Is that a gay thing? No, Bob Phibbs says it is an…
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The Moment of Truth: The 4 P's of Retail
by Annamaria Turano — Executive Director, MCAworks
All retailers use vast amounts of data to make decisions – whom to target, how to target, when to target, what to sell, how to sell, where to sell, etc. But…
read now10 Reasons Your Retail Competitors Have More Business Than You
by Bob Phibbs — CEO, The Retail Doctor
If I hear one thing over and over from small business owners its, "I just need more customers." Heard it before 9/11, heard it after, heard it during the…
read nowApril Quote
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Are the experience you offer customers and the stories they share about you the same?
read nowMaking Retail Work: What To Say Before They Go Out The Door
by Bob Phibbs — CEO, The Retail Doctor
Giving thought to what employees should say as customers leave is something most of us never consider when trying to build sales. I'm reminded of my first…
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