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.
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.
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?
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.
Kevin Cundiff, vice president of warranty retail for Foretgra, lists the Top 10 mistakes retailers make and how to correct them.
Customer experience expert outlines how a customer journey map can lead to instant gratification and avoid 'instant misery' for customers.
'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.'
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.
There is a direct tie to loyalty and retention between how companies treat their employees and how they treat their customers.
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?
Your customers want you to know this: "Value my time and you value me." It's part of delivering amazing service.
If you aren't investing in customer service, you're omitting the most influential piece of your brand's story.
The faster employees apply what they learn, and receive additional feedback, the faster they learn the skill and benefit from it.
From gamification to law-enforcement simulations, technology is improving the ways retailers can get new associates up to speed.
Customer service doesn't have to be terrible to drive shoppers away. Indifference and lukewarm attitudes are bad enough.
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.
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.
Take a lesson from the 'age of rail' to keep your stores humming through this last week of holiday shopping.
Getting retail employees to engage with customers is tough. Here are four things you can do to help them succeed.
Building up your store associates is critical, but so too is not tearing them down.