Transforming your customers' necessary errands into something they want to do

by Micah Solomon — president, four aces inc

In anticipation of a recent overseas retail banking event where I was keynote speaker, I had the pleasure of interviewing Umpqua Bank Regional VP Michele…

Selling what's in stock. Or not.

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

A salesperson recently asked me if selling only what's in stock is good service. When I asked for details, she elaborated.

Report: Available holiday retail jobs reach new heights

November 7, 2013

During September and October of 2013, retailers in the United States had more than 379,000 available sales jobs, according to WANTED Analytics, a source of…

Online retailer could benefit from some 'inside-the-box' thinking

One shopper presents a virtual case study on how not to deliver good customer service.

The one sentence you should never, ever speak in customer service

by Micah Solomon — president, four aces inc

When a customer contacts you to complain about your service or product, or needs your help in addressing a service-related breakdown — what I refer to as…

Forget technology: Retailers need to master the basics first

Tech is great, but retailers first need to master the basics of customer service and user experience.

7 strategies for building work ethic in your retail employees

Author Eric Chester delivered a keynote on reviving work ethic at this year's Fast Casual Executive Summit.

How to handle a retail customer complaint in 6 steps

by Bob Phibbs — CEO, The Retail Doctor

Have you ever tried to make a customer complaint but been unable to?

5 questions to consider before pulling the turnover trigger

Consider salvaging your retail employee before making the final decision to fire.

Keynote speaker Lou Carbone at RCEES 2013

Lou Carbone, the "father of customer experience," gave the closing keynote address at this year's Retail Customer Experience Executive Summit. In this video…

The Brain Exchange: Brand execution and compliance

At this year's Retail Customer Experience Executive Summit, Mark Kovatch of Questar led a table discussion on brand execution and compliance. Here is his brief…

The Brain Exchange: Customer service training

At this year's Retail Customer Experience Executive Summit, Retail Doctor Bob Phibbs led a table discussion on customer service training. Here is his brief…

The Brain Exchange: Employee-driven results

At this year's Retail Customer Experience Executive Summit, Evencia Leite of Trendsource led a table discussion on how to drive employee-driven results. Here…

How to replicate Disney's first-class customer experience

by Gary Edwards — Chief Customer Officer, Emathica

The Walt Disney Company has been pleasing audiences with its multi-faceted approach to entertainment since 1923. The envy of marketing executives around the…

Forecast calls for big jump in seasonal hiring

September 23, 2013

According to the sixth-annual survey commissioned by Snagajob, more holiday seasonal jobs should be available this year compared to last year.

Whole Foods launches training program for aspiring butchers

September 18, 2013

Whole Foods Market announced that it is launching an in-store Meat Apprenticeship Program for its team members interested in mastering the age-old profession…

Turning a frown upside-down: How negative WOM can help your brand

by Bryan Pearson — President, LoyaltyOne

Why Jerry Seinfeld is a customer service consultant

by Micah Solomon — president, four aces inc

"We're craving the nondigital even more these days, the authentically human interaction," says Jerry Seinfeld, explaining (I would argue) not just live standup…

A brainstorming tool to use with your staff

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

Your employees are a tremendous source of information and insight. They can share how to deliver a better customer experience, or how to sell more. They might…

Jim Knight on how to find, hire and keep the right people

Training and business culture veteran Jim Knight was the opening keynote speaker at this year's Retail Customer Experience Executive Summit, held August 13-1…