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…

Improving your culture by sharing your story

by Andrew Sharpe — Retail Strategist, BRANDSPANK

Over the past few years the concept of "storytelling," from a marketing and branding perspective, has gained tremendous momentum. To someone like me, I see…

NRF says jobs bounce back after slowdown

May 2, 2014

The National Retail Federation issued the statements below from President and CEO Matthew Shay and Chief Economist Jack Kleinhenz in response to the April…

The two sides of customer service training

by Shep Hyken — CAO, Shepard Presentations

Understanding what it means to deliver great customer service and being the type of person who can deliver it are two very different things. Anyone can read…

Speed and quality: Must they be mutually exclusive?

by Jeannie Walters — Chief Customer Experience Investigator, 360Connext

Speed vs quality: Which is more important to your customers? And what impact does each of them have on the customer experience?

Is the Apple retail model right for your company?

by Kristen Gramigna — Chief Marketing Officer, BluePay

With more than 9,000 stores at its peak, Blockbuster enjoyed a competitive advantage that no rival could duplicate. But with the ease and convenience of online…

Retail lessons for today, learned from PBS' Mr. Selfridge

It turns out that what was true 100 years ago in retail is still true today.

Creating a differentiated experience that customers actually enjoy

Too often, unfortunately, retailers' differentiated customer experiences blend together in a sea of sameness.

What are you looking for: The cure or the story?

by Chris Petersen — Owner, IMS

Seth Godin is one of the most prolific writers and users of social media on this planet. He also writes very catchy headlines, like this one that caught my…

Webinar - Cash in on Hiring Tax Credits: How to get $1,200 back for 1 out of every 5 new hires

Tuesday, April 8, 2014 Tax deadlines got you down? This tax season (or September), start getting money back instead of giving it all away.