Eighty percent of companies think they deliver great experiences, but only 8 percent of customers agree.
Retailers can no longer be all things to all shoppers.
WhentoManage has launched a new platform to help control inventory and labor costs, said Walker Thompson, VP of sales and marketing. The solution connects the data from the POS system to what's on the shelf, so staff can easily see...
Leigh Ann Thompson of ShiftNote chats about how the company's digital solution makes communication easy for managers who need to pass on info to one another as shifts change.
Whole Foods is reviewing its language policy after two Spanish-speaking workers said they were suspended for complaining about it.
Ask any consumer about his or her best buying experience, and you’ll hear it did not simply involve a product purchase, but an entire brand encounter. This is the case whether we are purchasing televisions or golf shoes. So a...
An expert approach to customer service requires a well-defined process for problem resolution. Let’s look at how to start setting up such a process. 1.
We achieve what we believe. Sometimes that serves us well, and sometimes that holds us back.
Customers have changed in ways that will profoundly impact how you deal with them.
Lou Carbone will deliver a keynote address at this year's Retail Customer Experience Executive Summit.
The supermarket industry is notoriously frugal. Rarely is an article written in the mainstream media that doesn’t mention the razor-thin margins retailers operate under, and for the most part Wall Street gives the industry high marks for cutting costs and keeping them low. But the times, they are a-changing.
In my last blog, we discussed a major difference between e-commerce and retail stores. Online retail is very effective and efficient IF you know WHAT you want and need.
Eric Spitznagel, in his SFGate article Memorable marketing flip-flops, highlights the errors of some well-known, well-respected brands. Should we chalk up these mistakes to the fact that we're all human and, by definition, imperfect? Or are there lessons to be...
Cashiers aren't going to become executives ... because soon, there won't be any cashiers.
Much has been written and continues to be written about the battle between online e-commerce and retail stores. If it is only about lowest price, game over.
“How should I compensate a customer for a service or product failure?” This is one of the most common, popular, and emotionally fraught questions I encounter. The answer is: It depends.
Brick and mortar retail stores face the daunting challenge of getting their retail associates to convert customers who are lookers into ones who are buyers. Fortunately, the brick and mortar retailer has one significant advantage, the customers are actually standing...
A customer experience expert discussed his showrooming strategy at DSE13.
In customer service, the key to an effective apology is to convey to the customer at the outset that you’re willing to take his side and share his viewpoint. And yet, when employees overhear a manager taking the customer’s side,...
Fresh customer service demystifies the process of attracting loyal, happy customers who return again and again.