Employee turnover: Are you causing it or preventing it?

by Harry Friedman

There are many causes for turnover, but the single biggest reason for turnover in retail stores today is the inability of the sales staff to be successful. But…

Re-assuring the assurance factor: Why smiles and happy faces aren't enough

When providing customer service, courtesy is not a substitute for competence and skill.

Teamwork Retail using iPads to manage stores

December 29, 2011

Employees in Teamwork Retail stores are using iPads to ring up purchases and look up product info on the retail floor,

What is 'knock your socks off customer service'?

Research finds that it costs five times more to attract a new customer than it does to keep one you already have.

Six trends that will cause brick-and-mortar retailers to lose sleep in 2012

by Bob Phibbs — CEO, The Retail Doctor

It's customary to look ahead at the retail trends that will shape 2012 and the buzz, profits and challenges to profitable retailing. Here then are the good…

25 things your employees should never do during the holidays

by Bob Phibbs — CEO, The Retail Doctor

The holidays are almost here so I've revised my list of blunt reminders for both staff and owners of specialty retailers. Unless you stop them from happening…

Increasing Guest Satisfaction with Productivity-Based Scheduling

Having the right employees at the right time can be a critical component of success.

Apple employees: We know where you are

November 28, 2011

Apple employees in Palo Alto, Calif., know the location of all their customers, thanks to a new technology the company is using to help speed purchases.

Updating the referral bonus

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

We all know that finding and retaining great people is a vital element for any experience-based store or company. What might not be as obvious is how much…

In the blink of an eye ...

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

It's no secret that supermarkets spend literally hundreds of millions of dollars on advertising. They spend money on television, radio, print, email, online…

Guided customer service: Open and closed questions

by Peggy Carlaw — VP, Impact Learning Systems

Why are some customer service experiences better than others? Most often it's because the customer service representative confidently guides you through the…

Are you getting your additional 13 percent?

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

The 2011 American Express Global Customer Service Barometer finds that 70% of American consumers are willing to spend an average of 13% more with companies…

Harvey Mackay: Taking care of customers is taking care of business

Nothing, absolutely nothing, is more important in running a business than stellar customer service.

Is the age of 'more' and 'faster' replacing 'the customer is king'?

by Harry Friedman

I admit it. I am a lot older physically than I think I am mentally. As Dr. Evil said so eloquently to his newfound son in the Austin Powers movie, "I'm hip."

NRF comments on September job numbers

October 6, 2011

Following the announcement that U.S. employers added 103,000 jobs in September and that the unemployment rate remained unchanged at 9.1 percent, National…

The declining need for, and escalating value of, human service

by Doug Stephens — President, Retail Prophet Consulting

Technology has been steadily reducing the number of human service interactions we require in an average day. For at least the last decade, the list of what we…

Enhanced customer service increases retail sales

by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates

The best thing you can say about the economy, is that it's shaky. Prices are up for everything–from groceries to gasoline. The unemployed are looking for…

Best Buy announces its plans for 2011 holiday season

September 27, 2011

Best Buy has launched its holiday season by announcing a collection of offers that delivers what people say they want most from a retailer: competitively…

NRF launches campaign to push jobs, innovation and consumer value agenda

September 21, 2011

With the 2012 election season around the corner, the National Retail Federation has launched a first-of-its-kind major year-long advocacy campaign to advance a…

Sales skills: Training (nurture) or personality (nature)?

by Peggy Carlaw — VP, Impact Learning Systems

The age-old debate — nature versus nurture — is a common theme that pops up for managers who are seeking the right sales candidates. It's an important…