Staffing and Training Blogs
How to add additional value to your products
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
How retail associates handle and present products to customers adds to, or reduces, the perceived value.
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Offering great customer experiences when things go wrong
by Clare Evans
Good brand experiences are what keep customers coming back for more, but bad experiences can take a lifetime to erase.
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Why your customer service has to include selling
by Bob Phibbs — CEO, The Retail Doctor
In addition to acquiring new customers, retailers need to focus on selling more to their existing ones.
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Ten questions every retailer must ask in order to survive
by Chris Petersen — Owner, IMS
It's not what you know ... it's what you don't know that could be hurting your business.
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Improving your culture by sharing your story
by Andrew Sharpe — Retail Strategist, BRANDSPANK
Over the past few years the concept of "storytelling," from a marketing and branding perspective, has gained tremendous momentum. To someone like me, I see…
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The two sides of customer service training
by Shep Hyken — CAO, Shepard Presentations
Understanding what it means to deliver great customer service and being the type of person who can deliver it are two very different things. Anyone can read…
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Speed and quality: Must they be mutually exclusive?
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
Speed vs quality: Which is more important to your customers? And what impact does each of them have on the customer experience?
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Is the Apple retail model right for your company?
by Kristen Gramigna — Chief Marketing Officer, BluePay
With more than 9,000 stores at its peak, Blockbuster enjoyed a competitive advantage that no rival could duplicate. But with the ease and convenience of online…
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What are you looking for: The cure or the story?
by Chris Petersen — Owner, IMS
Seth Godin is one of the most prolific writers and users of social media on this planet. He also writes very catchy headlines, like this one that caught my…
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How to create a drama-free store
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Staff drama can have a negative impact on morale, the customer experience, and sales results. Unfortunately, retail is essentially a petri dish for drama. Lots…
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Customer service goal: We don't want you to come back
by Shep Hyken — CAO, Shepard Presentations
Do you ever get the feeling that some business' customer service goal is the keep the customer from coming back?
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Training retail employees: What is your ROI?
by Bob Phibbs — CEO, The Retail Doctor
"What if I train my retail employees, and then they leave?"
read nowSix ways retailers can increase their conversion rates
by Bob Phibbs — CEO, The Retail Doctor
While many retailers ask how to attract more customers, the better question is how to increase your retail conversion rate.
read nowHow to turn customer service best practices into standard practice
by Shep Hyken — CAO, Shepard Presentations
It was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech. The client had arranged ground…
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Five ways to rev up your retail staff
by Barbara Crowhurst — Retail Business Coach, Retail Makeover
Perhaps the biggest challenge retailers face is finding good people to staff their stores. In today's environment, it's hard to find skilled people who are…
read nowThe myth of motivation in retail and the customer experience
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Years ago I had an incredibly talented retail associate working for me. He was smart, charming, a fast learner, and one of the best salespeople I ever met.
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Your price is too high!
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
These words strike fear into the hearts of CEOs and salespeople like no others. The reality is that this is the one statement we should long to hear. Why?
read nowCustomer loyalty test: Will your customer evangelize your business?
by Shep Hyken — CAO, Shepard Presentations
The term "loyalty" usually brings to mind a long period of time … in other words, a lifetime customer. However, when I teach the concept of loyalty, I like to…
read nowFive requirements for improving employee performance for store growth
by Chris Petersen — Owner, IMS
From the headlines coming out of last month's NRF Big Show, it was difficult to tell if retail stores were "running scared" of e-commerce, or very optimistic…
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The future of retail: Death of a salesman
by Doug Stephens — President, Retail Prophet Consulting
Like most people, at least a half-dozen times a day I consult Google for answers. Some of what I search for is trivial, "bet-settling" sort of stuff but there…
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