Building up your store associates is critical, but so too is not tearing them down.
The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder Glenn.
What makes a great retail salesperson? Sometimes it's what you'd least expect.
You can't always blame your company's hard times on the economy or the competition. Sometimes, it's a lack of focus on the fundamentals.
You cannot stop your customers from talking about you on social media. Good or bad, they will tell the world of their experiences. Find a way to use it to your advantage.
Your store may not have created the problem, but it is still yours to solve.
Retail evolution is speeding up, and it waits for no one.
Research points to a strong return on investment for creating positive and memorable customer experiences.
It is a business practice so long-standing it is practically a cliché. Companies fall all over themselves to woo new customers, but once they get them, they have no idea how to make them profitable.
How your employees can gawk, stalk, talk or rock the retail sales experience.
The difference between good and great is often just a little bit of extra effort by the employees who serve the customer.
The boutique hotel chain, long known for delivering personalized experiences, has reincarnated its loyalty program, InTouch, to one that better reflects the kinds of relationships it strives for with its guests.
Your store staff has been doing things a certain way for a long time, and simply telling them they need to do something different doesn't work.
A few of the reasons why consistency is important and why focusing on basics is a first step to creating consistent experiences.
Your customers need to be gently reminded of the value they are receiving from you.
There are some common traps in customer experience design that can work in opposition to your goals.
The key is to create a culture in which employees truly care, says one of the world's most respected authorities on leadership.
Every performance development plan needs to contain both a diagnostic and prescriptive element.
How retail associates handle and present products to customers adds to, or reduces, the perceived value.
Good brand experiences are what keep customers coming back for more, but bad experiences can take a lifetime to erase.