How hourly workers are changing the retail customer experience

Derek Jones, vice president, business development at Deputy, offers up ways retailers can work toward cultivating loyal workers to best serve customers.

Top 5 skills every frontline associate must have

Kevin Nix, CEO and co-founder, Stellar Loyalty, explains why tech-savvy frontline employees must have five specific skills and why retailers must invest in…

Delivering great customer service with a minimal customer support team

Scott Voigt, co-founder and CEO, FullStory, offers up best practices to keep customer support quality high and costs low while delivering a great customer…

5 steps to turn retail sales associates into selling machines

Rieva Lesonsky, CEO of GrowBiz Media, offers up insight on why retailers need to treat salespeople with respect, arm them with the right training and tools and…

Why you need to put yourself in your customers’ shoes…or pants…or jackets

Denise DeSisto, VP, marketing automation and product innovation at Customer Portfolios, says every retailer's goal must be to keep customers at the center of a…

Kagan: The retailer role in smart home growth

by Jeff KAGAN — Wireless Analyst, Telecom Industry Analyst

Jeff Kagan explains why smart home growth is picking up steam and how it presents an opportunity for retailers, if they handle it correctly and position…

Why communication plays an essential role in BPM

by Daphne Lefran — Content Strategist, The Marketign Zen

Businesses struggling to establish solid lines of communication for collaboration will also most likely struggle when implementing business process management…

10 tips for boosting customer service and inspiring a retail seasonal workforce

For many businesses, the holiday season is one of the busiest times of the year. But it certainly is not the time to slack off on service.

3 tips to foster a robust in-store holiday season

Sometimes it's the simplest things that can play into a rewarding customer experience and a rewarding sales season for retailers.

A customer experience can have a shelf life of forever so make it good

by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com

Just as a great experience can boost business, a horrid customer experience can hurt the bottom line. What message would you send in the latter situation?

Consistency and avoiding Whac-A-Mole

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

An important attribute of a leader is consistency. Without it, employees are left to wonder what is and isn't acceptable. This also takes focus and energy away…

A customer service journey map can lead to instant gratification

by Shep Hyken — CAO, Shepard Presentations

Customer experience expert outlines how a customer journey map can lead to instant gratification and avoid 'instant misery' for customers.

How to turn angry customers into customer evangelists

by Shep Hyken — CAO, Shepard Presentations

Like most brilliant ideas, the premise is simple, but the results are excellent. It not only resolves the customer's complaint and restores confidence in the…

Your employees are your brand

by Ron Zamir — President and CEO, Allen Communication

There is a direct tie to loyalty and retention between how companies treat their employees and how they treat their customers.

The two types of retail leaders

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

What did your employees personally focus on yesterday to accelerate sales growth? Does each employee know what his or her next level of performance is?

Customer service strategy: Deliver value with time

by Shep Hyken — CAO, Shepard Presentations

Your customers want you to know this: "Value my time and you value me." It's part of delivering amazing service.

Why customer service and branding are the same thing

by Andrew Sharpe — Retail Strategist, BRANDSPANK

If you aren't investing in customer service, you're omitting the most influential piece of your brand's story.

Teach, coach, and ride

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

The faster employees apply what they learn, and receive additional feedback, the faster they learn the skill and benefit from it.

Five ways to lose a customer

by Shep Hyken — CAO, Shepard Presentations

Customer service doesn't have to be terrible to drive shoppers away. Indifference and lukewarm attitudes are bad enough.

Is it time to draw a line in the sand for your underperformers?

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

The first time there is an issue with a retail employee, it needs to be addressed. If it happens again, you have a problem with the employee. If it continues…