Eight mistakes that kill your retail sales training

Eight mistakes that kill your retail sales training

You've only got one shot at training new hires. One.

Driving growth by changing the marketing and sales dynamic

Driving growth by changing the marketing and sales dynamic

Marketing execs can get so caught up in words, pictures and messages that they fail to focus on ROI.

How customer service builds brand loyalty

How customer service builds brand loyalty

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 their recent consumer study.

The seven reasons independent retailers go broke

The seven reasons independent retailers go broke

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 their home town. Now those big boxes are just as afraid of the retail super...

Accelerating your company or store's performance

Accelerating your company or store's performance

accelerate - to cause faster or greater activity, development, progress, advancement, etc., in: to accelerate economic growth. For all the talk about showrooming, Amazon, the unemployment rate, and everything else that is supposedly having a negative impact on retailers, I...

Commentary: Lessons learned from mystery shopping

Commentary: Lessons learned from mystery shopping

Mystery shopping has helped c-stores protect their bottom lines by ensuring attentiveness to the shopper.

Making the right choice ... for your customer

Making the right choice ... for your customer

Retailers make subconscious choices between making things easier for themselves or delivering the best experience for their customers almost every day. We rarely realize we're making this choice, but because everything we do has an impact on our customers they will feel the results of our choices.

Putting for survival

Putting for survival

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 completely for seven years–never teed it up, never swung a club.

Call center coaching: Five tips to ensure your success

Call center coaching: Five tips to ensure your success

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 projects and deal with pressure. For those of you who manage call centers and...

Fact or excuse? It depends.

Fact or excuse? It depends.

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 like the person is making an excuse, but at other times it seems like the person is just stating facts.

To ignite your customers, fire up your employees

To ignite your customers, fire up your employees

I'm one of those connected customers. I scan QR codes.

Why small retailers must work harder on customer service

Why small retailers must work harder on customer service

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 extraordinary, above-and-beyond service, and the other treated me in such a fashion that I will never return. Can you guess which one is which? Retailer No.

Take your work seriously, don't take yourself seriously

Take your work seriously, don't take yourself seriously

"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. The late and much beloved chief executive of Coca-Cola, Roberto Goizueta, had the ability.

When to use customer service games in training

When to use customer service games in training

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

Stop blabbing about innovation and start actually doing it

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 lot of time to talking about how important it is to innovate.

Roundup: How to deliver 'knock your socks off' customer service

Roundup: How to deliver 'knock your socks off' customer service

Enjoy these excerpts from the customer service classic that recently turned 20.

For retail, honesty is the only policy

For retail, honesty is the only policy

Misleading customers leads to far worse problems than telling them something unpleasant they need to hear right now.

Are independent hardware stores ready for a comeback?

Are independent hardware stores ready for a comeback?

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 to grab an item you want? There are a lot of...

Why timeliness and responsiveness are crucial for retail

Why timeliness and responsiveness are crucial for retail

The best time for anything is the time that is best for the customer.

Follow-up for success

Follow-up for success

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 delivery and sometimes installation of the products they sell. So I was...

Showing (181 - 200) of 330

Get the latest news & insights


News

Resources

Trending

Features

Amazon Prime Day kicks off with big sales, but Target not sitting idle