Don't inadvertently uninspire your employees

Don't inadvertently uninspire your employees

Building up your store associates is critical, but so too is not tearing them down.

An amazing customer service idea: The $5 lifeboat

An amazing customer service idea: The $5 lifeboat

The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder Glenn.

Learning from an amazing sales experience

Learning from an amazing sales experience

What makes a great retail salesperson? Sometimes it's what you'd least expect.

Nine common mistakes that can wreck your retail business

Nine common mistakes that can wreck your retail business

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.

A customer service lesson from Hy-Vee's social media team

A customer service lesson from Hy-Vee's social media team

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.

Why you should solve customer problems, even when they're not your fault

Why you should solve customer problems, even when they're not your fault

Your store may not have created the problem, but it is still yours to solve.

Seven disruptive trends that will kill the 'dinosaurs of retail'

Seven disruptive trends that will kill the 'dinosaurs of retail'

Retail evolution is speeding up, and it waits for no one.

The real secrets to creating a memorable customer experience

The real secrets to creating a memorable customer experience

Research points to a strong return on investment for creating positive and memorable customer experiences.

Understanding the lifetime value of a loyal customer

Understanding the lifetime value of a loyal customer

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.

The four different types of specialty retail associates

The four different types of specialty retail associates

How your employees can gawk, stalk, talk or rock the retail sales experience.

Customer service is simple, but it is not always easy

Customer service is simple, but it is not always easy

The difference between good and great is often just a little bit of extra effort by the employees who serve the customer.

Kimpton Karma brings big data full-circle

Kimpton Karma brings big data full-circle

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.

Four tips for leading lasting change that leads to higher sales

Four tips for leading lasting change that leads to higher sales

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.

The power of consistent customer service

The power of consistent customer service

A few of the reasons why consistency is important and why focusing on basics is a first step to creating consistent experiences.

How to communicate price increases to your customers

How to communicate price increases to your customers

Your customers need to be gently reminded of the value they are receiving from you.

Three common mistakes businesses make with customer experience

Three common mistakes businesses make with customer experience

There are some common traps in customer experience design that can work in opposition to your goals.

Ken Blanchard on giving 'legendary service'

Ken Blanchard on giving 'legendary service'

The key is to create a culture in which employees truly care, says one of the world's most respected authorities on leadership.

How to be a more prescriptive retail manager

How to be a more prescriptive retail manager

Every performance development plan needs to contain both a diagnostic and prescriptive element.

How to add additional value to your products

How to add additional value to your products

How retail associates handle and present products to customers adds to, or reduces, the perceived value.

Offering great customer experiences when things go wrong

Offering great customer experiences when things go wrong

Good brand experiences are what keep customers coming back for more, but bad experiences can take a lifetime to erase.

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