The myth of motivation in retail and the customer experience

The myth of motivation in retail and the customer 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.

Five ways to get the best out of Generation Y employees

Five ways to get the best out of Generation Y employees

Like the Baby Boomers before them, Gen Y employees will reshape the working world.

Your price is too high!

Your price is too high!

These words strike fear into the hearts of CEOs and salespeople like no others. The reality is that this is the one statement we should long to hear.

Five tips to make the most of your Valentine's Day retail experience

Five tips to make the most of your Valentine's Day retail experience

Only 54 percent of Americans are planning to celebrate Valentine's Day this year, compared to 60 percent last year.

Customer loyalty test: Will your customer evangelize your business?

Customer loyalty test: Will your customer evangelize your business?

The term "loyalty" usually brings to mind a long period of time … in other words, a lifetime customer. However, when I teach the concept of loyalty, I like to change the focus a bit.

Five requirements for improving employee performance for store growth

Five requirements for improving employee performance for store growth

From the headlines coming out of last month's NRF Big Show, it was difficult to tell if retail stores were "running scared" of e-commerce, or very optimistic about their future. The holiday sales results indicate that online "kicked butt." However,...

The future of retail: Death of a salesman

The future of retail: Death of a salesman

Like most people, at least a half-dozen times a day I consult Google for answers. Some of what I search for is trivial, "bet-settling" sort of stuff but there are also times I need more comprehensive, substantive or complex pieces of information for research.

Using customer feedback as an advantage

Using customer feedback as an advantage

Customers have always had a voice, but today it is louder than ever. Great companies want to hear from their customers.

More than a lost sale

More than a lost sale

During a store visit I got a chance to talk with a young woman I consider an excellent sales person. She delivered very engaging experiences and seemed focused on maximizing her customer opportunities. Our conversation came around to difficult customers.

Five customer service tactics to increase sales

Five customer service tactics to increase sales

As you read this, you may think this article could fall under the heading of sales tactics. I respectfully disagree.

Your staff inventory and 2014 development goals

Your staff inventory and 2014 development goals

Hello again and Happy New Year! Just as a healthy business needs to conduct a regular product inventory, companies like yours, which depend on people to drive and deliver an extraordinary experience, should also complete a staff inventory. It's important...

Three ways to improve local customer experiences during the post-holiday rush

Three ways to improve local customer experiences during the post-holiday rush

For many retailers, the post-holiday rush can be just as challenging as the holiday shopping season.

5 ways to a customer-centric contact center

5 ways to a customer-centric contact center

Your contact center is often the first introduction - or the last straw - a customer has with your company.

How to win with holiday shoppers, in-store and online

How to win with holiday shoppers, in-store and online

Fourth-quarter retail sales can make or break a brand, since anywhere from one-third to seventy percent of annual retail sales occur between Thanksgiving and Christmas. During this critical time, traditional brick-and-mortar retailers are facing enormous pressure from online-only competitors and...

Is there a strategy for customer loyalty?

Is there a strategy for customer loyalty?

We often think of customer loyalty as something that the customer does or is responsible for to the business. But, real loyalty begins when the business is faithful to the commitments it makes to the customer. The dictionary defines loyalty as faithful adherence to "something" or faithfulness to commitments or obligations.

The one word you need to know when it comes to holiday returns

The one word you need to know when it comes to holiday returns

What’s the right way to handle holiday returns? Cheerfully. Also (if you want a few more key words): Frictionlessly. Optimistically. With an eye on the future and on the big picture. Look, there’s no bigger buzzkill for a retailer than holiday returns. I’m not dumb.

Three tips to improve local retail customer experiences during the holidays

Three tips to improve local retail customer experiences during the holidays

It's that time of year again. The holiday retail shopping season is upon us and scores of consumers are headed to your brick-and-mortar stores in search of great deals on their favorite holiday merchandise. But value isn’t all holiday shoppers are looking for.

Why customer loyalty isn't a 10-step process

Why customer loyalty isn't a 10-step process

Many have tried, but you can't develop a simple 10-step list for building loyalty. 

How to survive your first holiday season as a retail manager

How to survive your first holiday season as a retail manager

When I was in college, I worked nights and weekends in a department store. I was there for the the guys shopping on Christmas Eve and for the after-holiday sales. Later, I changed jobs and quickly became the manager of a retail store. My part-time retail job became my career. Mind you, I had no training to become a retail store manager.

Make sure your associates are not practicing survey coercion

Make sure your associates are not practicing survey coercion

Last week in my class at NYU we discussed consumer surveys as a market research technique. They are a tried and true approach to getting feedback or getting to know your customers ...

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