Teenagers have changed: Here's what it will take for them to succeed in retail

by Bob Phibbs — CEO, The Retail Doctor

In the Wall Street Journal article, "What's Wrong With the Teenage Mind?" Alison Gopnik takes an in-depth look at two trends affecting the maturation of…

Study: Retailers must engage employees to please shoppers

February 22, 2012

Employee engagement in the U.S. retail sector has sunk to its lowest levels since 2009, according to a new study claiming that employee engagement is directly…

Good selling is good service; Good service is good selling

Sales and service are not separate functions. They are two sides of the same coin.

For retailers, too many choices leads to 'just looking'

by Bob Phibbs — CEO, The Retail Doctor

I was intrigued by an article in the Los Angeles Times entitled "Too Many Choices Can Tax the Brain Research Shows." It said in part, "Americans have come to…

Four tips for exceeding your customer's expectations

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

When we exceed a customer's expectation he/she is more likely to make a purchase, become a repeat customer, and tell others about their great experience in our…

NRF12: Using mobile technology to reach teen employees

Aeropostale implemented mobile apps to help manage and communicate with employees.

Self-service, online options driving customers to avoid salespeople

January 11, 2012

It's no big shock that many shoppers don't like to be continually asked if they need assistance from store associates, but an article in today's NY Times…

So you aren't Johnny Depp ...

by Harvey Mackay — Author, Mackay Mitchell

Do you lack the dazzle of Angelina Jolie's lagoon-blue eyes or the regal command of Meryl Streep's screen poise? Come up short on George Clooney's suave or…

What are your 2012 retail resolutions?

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

I know how busy you have likely been for the last few weeks, so I've taken the liberty of putting together some potential resolutions for you and your team in…

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…