Selling what's in stock. Or not.

Selling what's in stock. Or not.

A salesperson recently asked me if selling only what's in stock is good service. When I asked for details, she elaborated. It seems that her manager has instructed his staff that they are only to show and sell what's in stock.

Online retailer could benefit from some 'inside-the-box' thinking

Online retailer could benefit from some 'inside-the-box' thinking

One shopper presents a virtual case study on how not to deliver good customer service.

The one sentence you should never, ever speak in customer service

The one sentence you should never, ever speak in customer service

When a customer contacts you to complain about your service or product, or needs your help in addressing a service-related breakdown — what I refer to as “service recovery” — there’s almost nothing that matters more to your ultimate success...

Forget technology: Retailers need to master the basics first

Forget technology: Retailers need to master the basics first

Tech is great, but retailers first need to master the basics of customer service and user experience.

7 strategies for building work ethic in your retail employees

7 strategies for building work ethic in your retail employees

Author Eric Chester delivered a keynote on reviving work ethic at this year's Fast Casual Executive Summit.

How to handle a retail customer complaint in 6 steps

How to handle a retail customer complaint in 6 steps

Have you ever tried to make a customer complaint but been unable to? That happened to me when I was recently speaking in Boston. I woke up to find a 4-inch cockroach swimming in my bathroom toilet.

5 questions to consider before pulling the turnover trigger

5 questions to consider before pulling the turnover trigger

Consider salvaging your retail employee before making the final decision to fire.

Keynote speaker Lou Carbone at RCEES 2013

Keynote speaker Lou Carbone at RCEES 2013

Lou Carbone, the "father of customer experience," gave the closing keynote address at this year's Retail Customer Experience Executive Summit. In this video interview, he talks about how changes in the world in recent years have dramatically changed retail, and he also talks about the importance of finding, hiring and retaining the right people.

The Brain Exchange: Brand execution and compliance

The Brain Exchange: Brand execution and compliance

At this year's Retail Customer Experience Executive Summit, Mark Kovatch of Questar led a table discussion on brand execution and compliance. Here is his brief recap of the table's takeaways.

The Brain Exchange: Customer service training

The Brain Exchange: Customer service training

At this year's Retail Customer Experience Executive Summit, Retail Doctor Bob Phibbs led a table discussion on customer service training. Here is his brief recap of the table's takeaways.

The Brain Exchange: Employee-driven results

The Brain Exchange: Employee-driven results

At this year's Retail Customer Experience Executive Summit, Evencia Leite of Trendsource led a table discussion on how to drive employee-driven results. Here is her brief recap of the table's takeaways.

How to replicate Disney's first-class customer experience

How to replicate Disney's first-class customer experience

The Walt Disney Company has been pleasing audiences with its multi-faceted approach to entertainment since 1923. The envy of marketing executives around the world, the Disney brand has become a global household name with legions of dedicated followers across all...

Turning a frown upside-down: How negative WOM can help your brand

Turning a frown upside-down: How negative WOM can help your brand

The old phrase goes, "there is no such thing as bad publicity." Now research shows there may be no such thing as bad word of mouth. A July report by our company, LoyaltyOne, and researchers at Northwestern University shows that...

Why Jerry Seinfeld is a customer service consultant

Why Jerry Seinfeld is a customer service consultant

"We're craving the nondigital even more these days, the authentically human interaction," says Jerry Seinfeld, explaining (I would argue) not just live standup comedy's appeal but the appeal of almost any great customer experience. "We need to see some schmuck...

A brainstorming tool to use with your staff

A brainstorming tool to use with your staff

Your employees are a tremendous source of information and insight. They can share how to deliver a better customer experience, or how to sell more.

Jim Knight on how to find, hire and keep the right people

Jim Knight on how to find, hire and keep the right people

Training and business culture veteran Jim Knight was the opening keynote speaker at this year's Retail Customer Experience Executive Summit, held August 13-14 at the Hard Rock San Diego. In this video, he talks about the importance of not only...

RCEES: Jim Knight talks about service that rocks

RCEES: Jim Knight talks about service that rocks

The former Hard Rock trainer gives tips on how to treat your business like a band.

Apple is going to business school

Apple is going to business school

There is always a lot of press about Apple. There are Apple stock forecasts, new product predictions and literally hundreds of stories about their stores.

Showing your appreciation (or not)

Showing your appreciation (or not)

As leaders we sometimes do things that, entirely unbeknownst to us, have a negative impact on our staff. One example of that is how we come back into the store or business after a vacation, a vendor meeting, or even just a few days off. Back when I was a district manager I had a store manager I'll call Jack.

Empathy, emotion and the customer experience

Empathy, emotion and the customer experience

Eighty percent of companies think they deliver great experiences, but only 8 percent of customers agree.

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