Making the right choice ... for your customer

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

Retailers make subconscious choices between making things easier for themselves or delivering the best experience for their customers almost every day. We…

Putting for survival

by Harvey Mackay — Author, Mackay Mitchell

Like a million other people, Major James Nesmeth dreamed of improving his golf game from his usual score in the 90s. Circumstances forced him to quit the game…

Call center coaching: Five tips to ensure your success

by Peggy Carlaw — VP, Impact Learning Systems

Managing staff — in any form — is hard work and requires a well-stocked repertoire of people skills, business acumen, and the ability to juggle multiple…

Fact or excuse? It depends.

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

While working with executives, owners and managers I hear a lot of reasons why something did or did not happen. Recently I've noticed that sometimes it feels…

To ignite your customers, fire up your employees

I'm one of those connected customers. I scan QR codes. I read product reviews. I'm never without my phone and it is loaded and ready with Google Shopper, Red…

Why small retailers must work harder on customer service

by James Bickers — Editor, Networld Alliance

This is a tale of two retailers, one of them a single-location local boutique shop, the other a major multinational corporation. One of them recently gave me…

Take your work seriously, don't take yourself seriously

by Harvey Mackay — Author, Mackay Mitchell

"Dilbert," which is carried in 1,100 newspapers, has helped us laugh at the crazy dynamics of the workplace. Now if we could only start laughing at ourselves.

When to use customer service games in training

by Peggy Carlaw — VP, Impact Learning Systems

Customer service games can add spice to a training program. I ought to know, I wrote the book! Unfortunately, I've seen too many games used just because ...

Stop blabbing about innovation and start actually doing it

by Aaron Shapiro — CEO, HUGE

These days, every established company is at risk of having its industry — and its own business — disrupted by a startup. Cognizant of this, companies devote a…

Are independent hardware stores ready for a comeback?

by Bob Phibbs — CEO, The Retail Doctor

Do you remember being at a bowling alley or supermarket and seeing the old claw game? The one where you navigate the joystick in hopes of manipulating the claw…

Follow-up for success

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

A few years ago I presented a seminar to around one hundred retailers. These people run stores whose products have a fairly high price point; they often offer…

Nine tips for effective and consistent employee follow-up

by Peggy Carlaw — VP, Impact Learning Systems

Reinforcement is key.

Why you should never ask customers how much they're looking to spend

by Harry Friedman

You go shopping. You're looking for a gift. A salesperson, trying to deter­mine what merchandise to show you, asks, "How much do you want to spend?" You say…

The fundamentals of employee feedback

by Peggy Carlaw — VP, Impact Learning Systems

Giving feedback to your employees is one of the most important things you can do for each of them individually, and your team as a whole. Oftentimes, managers…

How to spot a winner

by Harvey Mackay — Author, Mackay Mitchell

Vietnam is wars ago on the American landscape. Nobody associates it with winning, yet it offered one of the best and most perceptive stories about winning I've…

Teenagers have changed: Here's what it will take for them to succeed in retail

by Bob Phibbs — CEO, The Retail Doctor

In the Wall Street Journal article, "What's Wrong With the Teenage Mind?" Alison Gopnik takes an in-depth look at two trends affecting the maturation of…

For retailers, too many choices leads to 'just looking'

by Bob Phibbs — CEO, The Retail Doctor

I was intrigued by an article in the Los Angeles Times entitled "Too Many Choices Can Tax the Brain Research Shows." It said in part, "Americans have come to…

Four tips for exceeding your customer's expectations

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

When we exceed a customer's expectation he/she is more likely to make a purchase, become a repeat customer, and tell others about their great experience in our…

So you aren't Johnny Depp ...

by Harvey Mackay — Author, Mackay Mitchell

Do you lack the dazzle of Angelina Jolie's lagoon-blue eyes or the regal command of Meryl Streep's screen poise? Come up short on George Clooney's suave or…

What are your 2012 retail resolutions?

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

I know how busy you have likely been for the last few weeks, so I've taken the liberty of putting together some potential resolutions for you and your team in…