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…

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.

Study 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…

Nearly 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…

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.

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…

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.

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.

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.

Target says it will 'respectfully request' shoppers not bring guns into stores [UPDATED]

July 2, 2014

For the past month, Target has had something of a PR nightmare on its hands in Texas, where the group Open Carry Texas has been meeting up and strolling the…

Three common mistakes businesses make with customer experience

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

There are some common traps in customer experience design that can work in opposition to your goals.

Lucchese using gamification for employee training

June 23, 2014

Experticity, a platform for building and rewarding expertise in sales associates, has been chosen by footwear retailer Lucchese to elevate associates…

Ken Blanchard on giving 'legendary service'

by James Bickers — Editor, Networld Alliance

The key is to create a culture in which employees truly care, says one of the world's most respected authorities on leadership.

How to be a more prescriptive retail manager

by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC

Every performance development plan needs to contain both a diagnostic and prescriptive element.

How to add additional value to your products

by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC

How retail associates handle and present products to customers adds to, or reduces, the perceived value.

Offering great customer experiences when things go wrong

by Clare Evans

Good brand experiences are what keep customers coming back for more, but bad experiences can take a lifetime to erase.

Webinar: Case Study: Control Labor Costs with Latest Cloud Technology

How can store managers proactively hit their sales per labor hour targets if they don’t have immediate access to timely and accurate workforce information?

Why your customer service has to include selling

by Bob Phibbs — CEO, The Retail Doctor

In addition to acquiring new customers, retailers need to focus on selling more to their existing ones.

Ten questions every retailer must ask in order to survive

by Chris Petersen — Owner, IMS

It's not what you know ... it's what you don't know that could be hurting your business.

CXPA announces Customer Experience Innovation award winners

May 14, 2014

The Customer Experience Professionals Association (CXPA), an international non-profit organization created to guide and enhance the growing professional field…