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…

How to get your customers to picture regret

by Bob Phibbs — CEO, The Retail Doctor

I was speaking at the Sturbridge Inn & Convention Center recently and had to print something at the business center. A guy was on the one computer checking…

5 tips to finding, keeping great employees

Retail Customer Experience Executive Summit attendees learned what topics to discuss with future hires.

The missing link in retail customer experience

by Chris Petersen — Owner, IMS

As I make my rounds teaching Retail University around the world, one of the most asked questions is "how do we transform customer experience in retail stores?…

Employment limbo

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

Most employees leave a job for one of three reasons:

RCE Podcast episode 5: Amazon profits plummet, more JC Penney news, and whether 'Made in America' still matters

Amazon made an awful lot of money in the second quarter - but kept only a fraction of it. We run the numbers in this episode, then talk about all of the news…

Feet in the lettuce: The curious incident of employees, social media and a brand

How three employees, one smartphone and a social website threw a major company into crisis mode

Five ways to drive customer conversion rates in your stores

Increasing conversion rate is a sales opportunity that many retailers completely overlook.

Is your customer experience smashable?

When was the last time your loss prevention team became an Internet sensation because of excellent customer service? Well, that's what happened when Joshie…

Get the easy stuff right

by Micah Solomon — president, four aces inc

A perfect product or service won't take you far if you serve it up cold. Lack of caring delivery will sink most any perfect product or service.