It's not what you know ... it's what you don't know that could be hurting your business.
Over the past few years the concept of "storytelling," from a marketing and branding perspective, has gained tremendous momentum. To someone like me, I see that as a good thing — for both consumers and organizations, alike.
Understanding what it means to deliver great customer service and being the type of person who can deliver it are two very different things. Anyone can read about strategies or participate in customer service training, but it still takes a...
Speed vs quality: Which is more important to your customers? And what impact does each of them have on the customer experience? Without quality, the experience may as well not exist. It doesn't take long for customers to realize you're not delivering on what was promised.
With more than 9,000 stores at its peak, Blockbuster enjoyed a competitive advantage that no rival could duplicate. But with the ease and convenience of online shopping, Blockbuster's greatest asset soon became its greatest liability.
It turns out that what was true 100 years ago in retail is still true today.
Too often, unfortunately, retailers' differentiated customer experiences blend together in a sea of sameness.
Seth Godin is one of the most prolific writers and users of social media on this planet. He also writes very catchy headlines, like this one that caught my eye: "The cure or the story?" Turns out that Godin was...
Staff drama can have a negative impact on morale, the customer experience, and sales results. Unfortunately, retail is essentially a petri dish for drama.
Do you ever get the feeling that some business' customer service goal is the keep the customer from coming back? Sometimes, it is an employee's lousy attitude that makes you feel unwelcome and unwanted. Or perhaps it is some other type of poor service, but the end result is that the customer has no desire to return.
Expectations of wireless carriers continue to rise, not just coverage and pricing but also the in-store experience.
Transforming culture requires a shift in focus, where friendliness and helpfulness are emphasized as much as efficiency.
Retailers must prepare now for the changes that are coming. Here are three ways to get a head start.
"What if I train my retail employees, and then they leave?" It seems like every time I hear from a manager who's trying to talk themselves out of retail sales training, they come around to this line of thinking. They're...
It's important to ask questions, but it's also easy to ask questions that lead the witness.
While many retailers ask how to attract more customers, the better question is how to increase your retail conversion rate. Why? Because you can do promotions and marketing gimmicks until the cows come home but if you haven't done all...
It was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech.
Perhaps the biggest challenge retailers face is finding good people to staff their stores. In today's environment, it's hard to find skilled people who are willing to work for the wages and during the hours that the sector demands.
Three ways retailers can imitate the online product curation model to create a boutique shopping experience.
Years ago I had an incredibly talented retail associate working for me. He was smart, charming, a fast learner, and one of the best salespeople I ever met.