How to create a drama-free store

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

Staff drama can have a negative impact on morale, the customer experience, and sales results. Unfortunately, retail is essentially a petri dish for drama. Lots…

Customer service goal: We don't want you to come back

by Shep Hyken — CAO, Shepard Presentations

Do you ever get the feeling that some business' customer service goal is the keep the customer from coming back?

NRF to host second virtual career fair

March 25, 2014

The National Retail Federation today announced it will host its second Virtual Career Fair, designed to connect students and young professionals seeking…

How to make a better wireless store experience

Expectations of wireless carriers continue to rise, not just coverage and pricing but also the in-store experience.

What retailers can learn from the hospitality industry

Transforming culture requires a shift in focus, where friendliness and helpfulness are emphasized as much as efficiency.

Three ways retailers should prepare for the 'Internet of Things'

Retailers must prepare now for the changes that are coming. Here are three ways to get a head start.

Training retail employees: What is your ROI?

by Bob Phibbs — CEO, The Retail Doctor

"What if I train my retail employees, and then they leave?"

Six questions to get actionable feedback from customers

It's important to ask questions, but it's also easy to ask questions that lead the witness.

Six ways retailers can increase their conversion rates

by Bob Phibbs — CEO, The Retail Doctor

While many retailers ask how to attract more customers, the better question is how to increase your retail conversion rate.

How to turn customer service best practices into standard practice

by Shep Hyken — CAO, Shepard Presentations

It was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech. The client had arranged ground…

UK consumers less tolerant to poor service than US counterparts

February 26, 2014

New research from NewVoiceMedia reveals that U.K. consumers are less tolerant to poor customer service than those in the U.S.. Coupled with findings that they…

Retail hiring webinar now available on demand

February 24, 2014

On Thursday, Feb. 20, Retail Customer Experience and PeopleMatter presented a live webinar, "Worth the Risk? How Hiring Assessments Can Catch Rising Employee…

Five ways to rev up your retail staff

by Barbara Crowhurst — Retail Business Coach, Retail Makeover

Perhaps the biggest challenge retailers face is finding good people to staff their stores. In today's environment, it's hard to find skilled people who are…

Clicks to bricks to clicks: Bringing curated commerce back into the store

Three ways retailers can imitate the online product curation model to create a boutique shopping experience.

The myth of motivation in retail and the customer experience

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

Years ago I had an incredibly talented retail associate working for me. He was smart, charming, a fast learner, and one of the best salespeople I ever met.

Lowe's to hire 25K seasonal employees

February 19, 2014

Lowe's announced today it plans to hire approximately 25,000 seasonal employees at its stores in the United States during spring, the busiest time of year in…

Five ways to get the best out of Generation Y employees

Like the Baby Boomers before them, Gen Y employees will reshape the working world.

Your price is too high!

by Dale Furtwengler — President, Furtwengler & Associates, P.C.

These words strike fear into the hearts of CEOs and salespeople like no others. The reality is that this is the one statement we should long to hear. Why?

Five tips to make the most of your Valentine's Day retail experience

Only 54 percent of Americans are planning to celebrate Valentine's Day this year, compared to 60 percent last year.

Customer loyalty test: Will your customer evangelize your business?

by Shep Hyken — CAO, Shepard Presentations

The term "loyalty" usually brings to mind a long period of time … in other words, a lifetime customer. However, when I teach the concept of loyalty, I like to…