You've only got one shot at training new hires. One.
Marketing execs can get so caught up in words, pictures and messages that they fail to focus on ROI.
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.
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...
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...
Mystery shopping has helped c-stores protect their bottom lines by ensuring attentiveness to the shopper.
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.
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.
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...
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.
I'm one of those connected customers. I scan QR codes.
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.
"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.
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 ...
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.
Enjoy these excerpts from the customer service classic that recently turned 20.
Misleading customers leads to far worse problems than telling them something unpleasant they need to hear right now.
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...
The best time for anything is the time that is best for the customer.
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...