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...
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.
One shopper presents a virtual case study on how not to deliver good 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...
Tech is great, but retailers first need to master the basics of customer service and user experience.
Author Eric Chester delivered a keynote on reviving work ethic at this year's Fast Casual Executive Summit.
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.
Consider salvaging your retail employee before making the final decision to fire.
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.
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.
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.
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.
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...
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...
"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...
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.
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...
The former Hard Rock trainer gives tips on how to treat your business like a band.
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.
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.