I have seen the future of retail and his name is Errick

by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.

Last week I was in California visiting family, but like most of us on "vacation" these days, I was still working in my subconscious. One of my goals while…

Hire the person, not the resume

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

If you're like me, you have made some terrific hiring decisions. A number of people I hired went on to be excellent employees and highly successful people. The…

What every retailer must know about Gen Y, part 2

Thrift is the new shopping; they call it thrifting. In this way, Millennials resemble their grandparents' Silent Generation.

These Target training videos are a joke. I think.

by James Bickers — Editor, Networld Alliance

We've all got that one family member who thinks he's hilarious, but he is not. Let's call him Uncle Kevin. At any family gathering, Uncle Kevin can be counted…

Nike's Chicago flagship reopens

October 2, 2012

Last week, Nike re-opened its Chicago flagship store after remodeling and expanding the retail space, according to an article on ballerstatus.com.

Retailers begin to announce seasonal hire numbers

September 19, 2012

The holiday hiring season has begun, and retailers are trickling out statistics on the numbers of new hires, according to an article on ibtimes.com. 

The Peak-End Rule: A way to improve every customer experience

by William Cusick — President, Customerspectives

The only way you keep a customer, and get her to buy more, is to create a positive perception. And the only way a perception is created is through the customer…

Retail Doctor Bob Phibbs talks customer service training

The Retail Doctor Bob Phibbs recaps some highlights from his customer service training session at the 2012 Retail Customer Experience Executive Summit.

The ten commandments of networking

by Harvey Mackay — Author, Mackay Mitchell

1. I will not assume that the person with the credentials is the person with the power.

Best Buy looks to improve employees as a way to boost sales

September 7, 2012

After a decline in sales and uneven store performances, Best Buy CEO Hubert Joly plans to put more focus on employee training, according to an article on…

Mystery shopping professional conference coming this fall

by Kimberly Nasief — President, Measure Consumer Perspectives

Mystery shopping agencies, companies and mystery shoppers from around the country will be in San Diego, California this October in order to attend one of the…

Five ways retail leaders participate in their team's success

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

A couple weeks ago the Daily Retail Quote was, "True leadership comes not from position but from participation and effectiveness." Some of the best leaders…

You don't need to be a jerk to give bad customer service

by Micah Solomon — president, four aces inc

Great customer service — what I call anticipatory customer service — requires more these days than simply not being a jerk and not hiring jerks. It means…

RCE Podcast episode 9: Inside the leaked Apple Genius training manual

An alarming new report suggests that a large number of shoppers would leave a bricks-and-mortar store and place an order online instead, if they stood to save…

Five ways to ruin a good sales force

by Harvey Mackay — Author, Mackay Mitchell

We've all read countless cautionary tales about once-mighty companies that lost their way. The horror stories usually blame products that haven't kept up, dumb…

Carmine Gallo on the five secrets revealed in the Apple Genius manual

The leaked training manual gives exclusive insight into how Apple succeeds at employee training and customer service.

Apple Genius training manual reveals sales secrets

August 29, 2012

A leaked copy of Apple's Genius Training student workbook was examined in an article on gizmodo.com this week, and the contents were extensively revealing of…

5 reasons why plugging Best Buy into Target might work

by Chris Petersen — Owner, IMS

As I departed on my around the world journey to teach IMS Retail University, I had ample time to watch people using technology during my lengthy airport…

RCE Podcast episode 8: This week's big changes at Best Buy, Groupon

Two big retail names announced big changes this week: Best Buy installed its new CEO, and Groupon shook up its leadership with a new emphasis on its…

Why the Apple Store hires for smiles

by Carmine Gallo — President, GCG

After spending one year researching the Apple Retail Store, I reached the conclusion that the secret sauce to Apple's astonishing success in retail lies in…