Commentary: Why retail must differentiate or die

Commentary: Why retail must differentiate or die

Retailers can no longer be all things to all shoppers.

New solution helps control labor, inventory  costs

New solution helps control labor, inventory costs

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...

ShiftNote: 'Post Its are so last year'

ShiftNote: 'Post Its are so last year'

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.

Should retail selling floors encourage English-only?

Should retail selling floors encourage English-only?

Whole Foods is reviewing its language policy after two Spanish-speaking workers said they were suspended for complaining about it.

At Best Buy, the best customer experiences come from employee buy-in

At Best Buy, the best customer experiences come from employee buy-in

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...

How to build an expert customer service problem resolution approach

How to build an expert customer service problem resolution approach

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.

Busting the myths of specialty retail

Busting the myths of specialty retail

We achieve what we believe. Sometimes that serves us well, and sometimes that holds us back.

What's new, and what's not, about giving great customer service

What's new, and what's not, about giving great customer service

Customers have changed in ways that will profoundly impact how you deal with them.

'Father of customer experience' to speak at August retail event

'Father of customer experience' to speak at August retail event

Lou Carbone will deliver a keynote address at this year's Retail Customer Experience Executive Summit.

Why retail labor cuts are short-sighted

Why retail labor cuts are short-sighted

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.

Can 'digital associates' create a personal experience online?

Can 'digital associates' create a personal experience online?

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.

Marketing faux pas

Marketing faux pas

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...

Retail's new industrial revolution

Retail's new industrial revolution

Cashiers aren't going to become executives ... because soon, there won't be any cashiers.

How one three-letter word can create a personal buying experience

How one three-letter word can create a personal buying experience

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.

This is the most popular customer service question ever

This is the most popular customer service question ever

“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.

Five ways to raise your retail associates' conversion rate

Five ways to raise your retail associates' conversion rate

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...

Make love not war: Tips on how to embrace showrooming

Make love not war: Tips on how to embrace showrooming

A customer experience expert discussed his showrooming strategy at DSE13. 

How to apologize to customers without alienating employees

How to apologize to customers without alienating employees

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,...

The low costs and high returns of 'fresh customer service'

The low costs and high returns of 'fresh customer service'

Fresh customer service demystifies the process of attracting loyal, happy customers who return again and again.

Bank of America's CEO: Brave or naive?

Bank of America's CEO: Brave or naive?

I have seen so many proclamations like the one Brian Moynihan, CEO of Bank of America sent to his 270,000 employees recently stating they needed to improve their customer service. When I received a called from NPR asking for a...

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Intel's Christie Rice talks customer experience, digital innovations