Customer experience: Southern hospitality at its finest

by Peggy Carlaw — VP, Impact Learning Systems

I live in the happiest place in America. No, it's not Disneyland, it's San Luis Obispo, California. At times, it feels like I'm in a small southern town where…

You have got to hit the customer

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

No, not literally! Although while hitting customers would obviously be bad for business, it would give you a chance to build a relationship with Bubba the Bail…

You can't sell a Rolex like a Ram Truck

by Bob Phibbs — CEO, The Retail Doctor

More and more brands are opening their own retail outlets in an effort to make their brand stand out. But more importantly to control their image.

Thumping the sales slump

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

Just about any store or person hits a sales slump sometime in the year. Some slumps last a day, some last a couple days, and some last an excruciating amount…

FurstPerson launches Web-based retail-hiring solution

June 12, 2011

FurstPerson Inc., a provider of on-demand, pre-employment assessments and talent management solutions for customer contact organizations, today introduced an…

Are your store operations preventing sales?

by Harry Friedman

Have you ever had someone ask you the reason behind one of your policies or procedures, such as not accepting any deliveries on Tuesdays? Or, maybe you've had…

The Retail Defense Team: Protecting stores from customers in a mall near you

by Harry Friedman

Lease Line Deputies. Perhaps you've seen them. Perhaps you've had one working in your store. They're found in most retail malls, standing in front of their…

Wowing Customers Doesn’t Come With A Groupon

by Bob Phibbs — CEO, The Retail Doctor

I was reading a blog about using Groupon for a restaurant and a posted comment stood out, "... the key is adding value, so that when they use their Groupon at…

Ideas to retain service quality in a growing company

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Small companies often deliver a higher-quality customer experience than larger companies. But as small companies grow, it becomes more difficult to stay close…

Is it okay to have favorites among your employees?

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

We all have employees who make our life a little easier. They take on tasks without being asked and can always be counted on to get things done.

Politics, religion and sex

by Harry Friedman

I admit it right here in the first paragraph. I am not really going to talk about sex. Too easy, a lob shot. So in this year of presidential hopefuls popping…

If nobody complains, is everything okay?

by Mike Wittenstein — Customer Experience and Service Designer, Storyminers

Heck no!

Four initiatives to improve long-term results

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

Here are four initiatives to focus on right now for a positive impact on your long-term business results. I've written about these before, but I also keep…

5 Questions Companies Must Tackle To Attract & Retain Customers (Part 1)

by Jeanne Bliss — Founder, CustomerBliss

The best leaders in my life asked more questions than they gave answers. Too often we jump to prescribing. We feel we know what customers want. We believe we…

Webinar: Optimizing HR and Payroll Effectiveness for Retail and Restaurants

Investing in an HRM application has proven to be one of the most effective ways for businesses to reduce costs, improve productivity and increase employee…

Why should anyone work for you?

by Harry Friedman

The nightmare of finding people to work on the selling floor continues. It seems like it's been a problem forever. But the last 25 to 30 years it's been…

How big do you have to be, to not care how your customers are being treated?

by Harry Friedman

I've been wondering lately how big you actually have to be to stop caring about how you treat your customers.

How to sell luxury products without discounting

by Bob Phibbs — CEO, The Retail Doctor

Do you have a luxury product to sell? I'm not talking a good or better version of something you could find at some dollar store. I'm talking the best.Selling…

Sears Holdings Corp. expands partnership with Creative Channel Services

April 4, 2011

Creative Channel Services (CCS), a retail marketing agency, has announced that it will expand its partnership with Sears Holdings Corp. by providing the…

What great looks like

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

Over the last few weeks I've had the opportunity to work with some great retailers. Of course I'm biased, but I also see the very things that make them great.