Successful brand leaders share advice, tips and industry insight

Successful brand leaders share advice, tips and industry insight

Restaurant operators and successful business leaders offer up perspectives about what it takes to be a success and remain a successful venture.

Tips, advice on preparing the brand for unit expansion

Tips, advice on preparing the brand for unit expansion

Brand unit and location growth requires capital and resources, but there are some other critical aspects as well, according to several successful franchise and restaurant leaders.

Building the brand culture: It’s all about empowering employees

Building the brand culture: It’s all about empowering employees

Establishing a 'cult' philosophy in building a robust brand culture isn't a bad thing. In fact, it's one of several valuable and viable approaches.

A customer experience can have a shelf life of forever so make it good

A customer experience can have a shelf life of forever so make it good

Just as a great experience can boost business, a horrid customer experience can hurt the bottom line. What message would you send in the latter situation?

Consistency and avoiding Whac-A-Mole

Consistency and avoiding Whac-A-Mole

An important attribute of a leader is consistency. Without it, employees are left to wonder what is and isn't acceptable. This also takes focus and energy away from the customer.

Top 10 sales bad habits (and how to break them)

Top 10 sales bad habits (and how to break them)

Kevin Cundiff, vice president of warranty retail for Foretgra, lists the Top 10 mistakes retailers make and how to correct them.

A customer service journey map can lead to instant gratification

A customer service journey map can lead to instant gratification

Customer experience expert outlines how a customer journey map can lead to instant gratification and avoid 'instant misery' for customers.

Learn why 'Fitting Rooms Matter'

Learn why 'Fitting Rooms Matter'

'No buying decision is final until the try-on is complete!' says fitting room expert and Alert Tech CEO Marge Laney, who's on a one-woman mission to improve fitting rooms in retail apparel stores, in this excerpt from her new book, 'Fit Happens: Analog Buying in a Digital World.'

How to turn angry customers into customer evangelists

How to turn angry customers into customer evangelists

Like most brilliant ideas, the premise is simple, but the results are excellent. It not only resolves the customer's complaint and restores confidence in the company but also makes the customer feel like part of the team.

Your employees are your brand

Your employees are your brand

There is a direct tie to loyalty and retention between how companies treat their employees and how they treat their customers.

The two types of retail leaders

The two types of retail leaders

What did your employees personally focus on yesterday to accelerate sales growth? Does each employee know what his or her next level of performance is?

Customer service strategy: Deliver value with time

Customer service strategy: Deliver value with time

Your customers want you to know this: "Value my time and you value me." It's part of delivering amazing service.

Why customer service and branding are the same thing

Why customer service and branding are the same thing

If you aren't investing in customer service, you're omitting the most influential piece of your brand's story.

Teach, coach, and ride

Teach, coach, and ride

The faster employees apply what they learn, and receive additional feedback, the faster they learn the skill and benefit from it.

Three modern improvements to the retail training manual

Three modern improvements to the retail training manual

From gamification to law-enforcement simulations, technology is improving the ways retailers can get new associates up to speed.

Five ways to lose a customer

Five ways to lose a customer

Customer service doesn't have to be terrible to drive shoppers away. Indifference and lukewarm attitudes are bad enough.

Is it time to draw a line in the sand for your underperformers?

Is it time to draw a line in the sand for your underperformers?

The first time there is an issue with a retail employee, it needs to be addressed. If it happens again, you have a problem with the employee. If it continues to happen, you're the problem.

Customer service strategy: To serve and protect

Customer service strategy: To serve and protect

If you strive to "serve and protect" customers by selling them what they truly need, you will earn their trust and confidence. And over time, that translates into customer loyalty.

Fueling the fire: Motivating your staff over the next week

Fueling the fire: Motivating your staff over the next week

Take a lesson from the 'age of rail' to keep your stores humming through this last week of holiday shopping.

How to ensure stellar customer engagement for 2015

How to ensure stellar customer engagement for 2015

Getting retail employees to engage with customers is tough. Here are four things you can do to help them succeed.

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