Like the Baby Boomers before them, Gen Y employees will reshape the working world.
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.
Only 54 percent of Americans are planning to celebrate Valentine's Day this year, compared to 60 percent last year.
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.
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,...
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.
Customers have always had a voice, but today it is louder than ever. Great companies want to hear from their customers.
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.
As you read this, you may think this article could fall under the heading of sales tactics. I respectfully disagree.
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...
For many retailers, the post-holiday rush can be just as challenging as the holiday shopping season.
Your contact center is often the first introduction - or the last straw - a customer has with your company.
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...
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.
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.
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.
Many have tried, but you can't develop a simple 10-step list for building loyalty.
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.
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 ...
In anticipation of a recent overseas retail banking event where I was keynote speaker, I had the pleasure of interviewing Umpqua Bank Regional VP Michele Livingston here in Seattle. Umpqua Bank is obsessed with turning branch banking from a necessary...