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.

RCE Podcast episode 2: ACA upheld, nude grocery shopping and Obama's gift registry

June 29, 2012

The National Retail Federation reacted very strongly to yesterday's Supreme Court decision to uphold the legislation commonly known as "Obamacare," and our…

Practice customer experience management by focusing on the employee experience

by Kimberly Nasief — President, Measure Consumer Perspectives

Customer experience management can be directly linked to how the employees understand and view their workplace. It's easy to understand that if the employees…

New technology brings 'ease of online shopping' to brick-and-mortar stores

June 27, 2012

A new product to enable interactive cross-selling via iPads in retail stores is now available from software company LightSpeed. The solution will arm retailers…

Eight mistakes that kill your retail sales training

by Bob Phibbs — CEO, The Retail Doctor

You've only got one shot at training new hires. One. You can't go back...

Driving growth by changing the marketing and sales dynamic

Marketing execs can get so caught up in words, pictures and messages that they fail to focus on ROI.

Researcher: Retailers investing in employees will profit

June 18, 2012

Although the economy is starting to bounce back, wages and benefits are still low when it comes to many low-skill service jobs, such as employees of retail…

How customer service builds brand loyalty

by Peggy Carlaw — VP, Impact Learning Systems

Karen Freeman, Patrick Spenner, and Anna Bird bring up Three Myths About What Customers Want in the HBR Blog Network. These myths are based on information from…

European electrical retailer deploys behavior monitoring system

June 12, 2012

Electrical retailer Dixons Retail is implementing Accuworks' behavior monitoring system in hopes of increasing the frequency and visibility of colleague…

The seven reasons independent retailers go broke

by Bob Phibbs — CEO, The Retail Doctor

When I was first starting my retail consultancy business back in the 90?s, independent retailers dreaded the arrival of retail super chains like Walmart in…

Accelerating your company or store's performance

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

accelerate - to cause faster or greater activity, development, progress, advancement, etc., in: to accelerate economic growth.

Commentary: Lessons learned from mystery shopping

Mystery shopping has helped c-stores protect their bottom lines by ensuring attentiveness to the shopper.