Staffing and Training Blogs
At Best Buy, the best customer experiences come from employee buy-in
by Bryan Pearson — President, LoyaltyOne
Ask any consumer about his or her best buying experience, and you’ll hear it did not simply involve a product purchase, but an entire brand encounter. This is…
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How to build an expert customer service problem resolution approach
by Micah Solomon — president, four aces inc
An expert approach to customer service requires a well-defined process for problem resolution. Let’s look at how to start setting up such a process.
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Busting the myths of specialty retail
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
We achieve what we believe. Sometimes that serves us well, and sometimes that holds us back. Here are some of the myths that create barriers to success in…
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Why retail labor cuts are short-sighted
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
The supermarket industry is notoriously frugal. Rarely is an article written in the mainstream media that doesn’t mention the razor-thin margins retailers…
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Can 'digital associates' create a personal experience online?
by Chris Petersen — Owner, IMS
In my last blog, we discussed a major difference between e-commerce and retail stores. Online retail is very effective and efficient IF you know WHAT you want…
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Marketing faux pas
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Eric Spitznagel, in his SFGate article Memorable marketing flip-flops, highlights the errors of some well-known, well-respected brands.
read nowHow one three-letter word can create a personal buying experience
by Chris Petersen — Owner, IMS
Much has been written and continues to be written about the battle between online e-commerce and retail stores. If it is only about lowest price, game over.
read nowThis is the most popular customer service question ever
by Micah Solomon — president, four aces inc
“How should I compensate a customer for a service or product failure?”
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Five ways to raise your retail associates' conversion rate
by Bob Phibbs — CEO, The Retail Doctor
Brick and mortar retail stores face the daunting challenge of getting their retail associates to convert customers who are lookers into ones who are buyers.
read nowHow to apologize to customers without alienating employees
by Micah Solomon — president, four aces inc
In customer service, the key to an effective apology is to convey to the customer at the outset that you’re willing to take his side and share his viewpoint.
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Bank of America's CEO: Brave or naive?
by Colin Shaw — Founder & CEO, Beyond Philosophy
I have seen so many proclamations like the one Brian Moynihan, CEO of Bank of America sent to his 270,000 employees recently stating they needed to improve…
read nowStage, actors, script: Great theater and retail
by Chris Petersen — Owner, IMS
One only needs to peruse the retail headlines to see the wide ranging discussion on the importance of customer experience in retail. In IMS Retail University…
read nowGiving shoppers what they don't know they want
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
The National Grocers Association and Supermarket Guru released some teaser facts from their Consumer Panel Survey that will be released at the annual…
read nowAn amazing customer experience from TSA?
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Last Friday I was in line for security at Logan airport. I noticed that there was only one agent checking IDs, so I figured this was going to be a long and…
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When retail associates hold their head up
by James Bickers — Editor, Networld Alliance
During a panel discussion this morning at the NRF 102nd Annual Convention & EXPO, the conversation turned to hiring and keeping employees that are willing…
read nowTwo simple ingredients of personalization that almost all retailers miss
by Chris Petersen — Owner, IMS
Having lived in Canada, it is true that Thanksgiving is also celebrated there, albeit a month earlier than the US. The US Thanksgiving celebration has become a…
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Four myths of the marketplace
by Harvey Mackay — Author, Mackay Mitchell
1. We don’t have any competition.
read nowAutonomy vs. standards: in business, customer service and the customer experience
by Micah Solomon — president, four aces inc
As a business keynote speaker, I spend a lot of time speaking about the need for employee autonomy in customer service and business operations in general. And…
read nowThe one simple thing your retail associates should be doing, but probably aren't
by James Bickers — Editor, Networld Alliance
As Dale Carnegie's sixth principle teaches us, the sound of a person's name is the sweetest and most important sound to that person. It is an immutable truth…
read nowI have seen the future of retail and his name is Errick
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
Last week I was in California visiting family, but like most of us on "vacation" these days, I was still working in my subconscious. One of my goals while…
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