Staffing and Training News & Media
Fueling the fire: Motivating your staff over the next week
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Take a lesson from the 'age of rail' to keep your stores humming through this last week of holiday shopping.
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How to ensure stellar customer engagement for 2015
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
Getting retail employees to engage with customers is tough. Here are four things you can do to help them succeed.
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Don't inadvertently uninspire your employees
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Building up your store associates is critical, but so too is not tearing them down.
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An amazing customer service idea: The $5 lifeboat
by Shep Hyken — CAO, Shepard Presentations
The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder Glenn.
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Learning from an amazing sales experience
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
What makes a great retail salesperson? Sometimes it's what you'd least expect.
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Nine common mistakes that can wreck your retail business
by Bob Phibbs — CEO, The Retail Doctor
You can't always blame your company's hard times on the economy or the competition. Sometimes, it's a lack of focus on the fundamentals.
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Webinar to discuss I-9 trends and tips
October 14, 2014
Homeland Security isn't just targeting big businesses anymore. Small to mid-size companies are under an increasingly watchful eye.
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A customer service lesson from Hy-Vee's social media team
by Shep Hyken — CAO, Shepard Presentations
You cannot stop your customers from talking about you on social media. Good or bad, they will tell the world of their experiences. Find a way to use it to your…
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Why you should solve customer problems, even when they're not your fault
by Shep Hyken — CAO, Shepard Presentations
Your store may not have created the problem, but it is still yours to solve.
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Seven disruptive trends that will kill the 'dinosaurs of retail'
by Chris Petersen — Owner, IMS
Retail evolution is speeding up, and it waits for no one.
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The real secrets to creating a memorable customer experience
by Kristen Gramigna — Chief Marketing Officer, BluePay
Research points to a strong return on investment for creating positive and memorable customer experiences.
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Understanding the lifetime value of a loyal customer
by Bryan Pearson — President, LoyaltyOne
It is a business practice so long-standing it is practically a cliché. Companies fall all over themselves to woo new customers, but once they get them, they…
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The four different types of specialty retail associates
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
How your employees can gawk, stalk, talk or rock the retail sales experience.
read nowStudy finds retailers cautiously optimistic about 2014 holiday sales
September 11, 2014
The most significant shifts for retailers in the 2014 holiday season can be found in omnichannel, which is changing the landscape for companies and impacting…
read nowNearly a quarter of shoppers choose to go to a competitor due to dissatisfaction with their retail experience
September 8, 2014
46 percent of shoppers who have unsatisfactory retail experiences do not let the retailer know and almost a quarter of these opt to shop at a competitor when…
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Customer service is simple, but it is not always easy
by Shep Hyken — CAO, Shepard Presentations
The difference between good and great is often just a little bit of extra effort by the employees who serve the customer.
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Kimpton Karma brings big data full-circle
by Bryan Pearson — President, LoyaltyOne
The boutique hotel chain, long known for delivering personalized experiences, has reincarnated its loyalty program, InTouch, to one that better reflects the…
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Four tips for leading lasting change that leads to higher sales
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Your store staff has been doing things a certain way for a long time, and simply telling them they need to do something different doesn't work.
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The power of consistent customer service
by Adam Toporek
A few of the reasons why consistency is important and why focusing on basics is a first step to creating consistent experiences.
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How to communicate price increases to your customers
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Your customers need to be gently reminded of the value they are receiving from you.
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