Hire the person, not the resume

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

If you're like me, you have made some terrific hiring decisions. A number of people I hired went on to be excellent employees and highly successful people. The…

These Target training videos are a joke. I think.

by James Bickers — Editor, Networld Alliance

We've all got that one family member who thinks he's hilarious, but he is not. Let's call him Uncle Kevin. At any family gathering, Uncle Kevin can be counted…

The Peak-End Rule: A way to improve every customer experience

by William Cusick — President, Customerspectives

The only way you keep a customer, and get her to buy more, is to create a positive perception. And the only way a perception is created is through the customer…

The ten commandments of networking

by Harvey Mackay — Author, Mackay Mitchell

1. I will not assume that the person with the credentials is the person with the power.

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…

Five ways retail leaders participate in their team's success

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

A couple weeks ago the Daily Retail Quote was, "True leadership comes not from position but from participation and effectiveness." Some of the best leaders…

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…

Five ways to ruin a good sales force

by Harvey Mackay — Author, Mackay Mitchell

We've all read countless cautionary tales about once-mighty companies that lost their way. The horror stories usually blame products that haven't kept up, dumb…

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…

How to get your customers to picture regret

by Bob Phibbs — CEO, The Retail Doctor

I was speaking at the Sturbridge Inn & Convention Center recently and had to print something at the business center. A guy was on the one computer checking…

The missing link in retail customer experience

by Chris Petersen — Owner, IMS

As I make my rounds teaching Retail University around the world, one of the most asked questions is "how do we transform customer experience in retail stores?…

Employment limbo

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

Most employees leave a job for one of three reasons:

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…

Get the easy stuff right

by Micah Solomon — president, four aces inc

A perfect product or service won't take you far if you serve it up cold. Lack of caring delivery will sink most any perfect product or service.

Practice customer experience management by focusing on the employee experience

by Kimberly Nasief — President, Measure Consumer Perspectives

Customer experience management can be directly linked to how the employees understand and view their workplace. It's easy to understand that if the employees…

Eight mistakes that kill your retail sales training

by Bob Phibbs — CEO, The Retail Doctor

You've only got one shot at training new hires. One. You can't go back...

How customer service builds brand loyalty

by Peggy Carlaw — VP, Impact Learning Systems

Karen Freeman, Patrick Spenner, and Anna Bird bring up Three Myths About What Customers Want in the HBR Blog Network. These myths are based on information from…

The seven reasons independent retailers go broke

by Bob Phibbs — CEO, The Retail Doctor

When I was first starting my retail consultancy business back in the 90?s, independent retailers dreaded the arrival of retail super chains like Walmart in…

Accelerating your company or store's performance

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

accelerate - to cause faster or greater activity, development, progress, advancement, etc., in: to accelerate economic growth.