Stage, actors, script: Great theater and retail

Stage, actors, script: Great theater and retail

One only needs to peruse the retail headlines to see the wide ranging discussion on the importance of customer experience in retail. In IMS Retail University we make the case very bluntly: "Differentiate or die." If it only comes down to selling at lowest price, game over.

Giving shoppers what they don't know they want

Giving shoppers what they don't know they want

The National Grocers Association and Supermarket Guru released some teaser facts from their Consumer Panel Survey that will be released at the annual independent grocers meeting next week. Here is the list of attributes that shoppers say are important, according...

An amazing customer experience from TSA?

An amazing customer experience from TSA?

Last Friday I was in line for security at Logan airport. I noticed that there was only one agent checking IDs, so I figured this was going to be a long and painful process.

NRF: Walmart CEO's three-part plan for change

NRF: Walmart CEO's three-part plan for change

Local sourcing and a guarantee of jobs for veterans are at the core of the retail giant's 2013 strategy.

When retail associates hold their head up

When retail associates hold their head up

During a panel discussion this morning at the NRF 102nd Annual Convention & EXPO, the conversation turned to hiring and keeping employees that are willing and able to uphold higher-than-usual standards of customer service and excellence. With retailers increasing their...

Ten ways Zappos.com creates happy employees

Ten ways Zappos.com creates happy employees

Getting a job at Zappos.com today is more than a dream for many; it is a one in a 100-person opportunity.

How Wegmans, Apple Store and Ritz-Carlton empower employees to offer best-in-class service

How Wegmans, Apple Store and Ritz-Carlton empower employees to offer best-in-class service

One simple secret behind their success is so simple, so basic, that most brands and businesses fail to grasp its importance.

Two simple ingredients of personalization that almost all retailers miss

Two simple ingredients of personalization that almost all retailers miss

Having lived in Canada, it is true that Thanksgiving is also celebrated there, albeit a month earlier than the US. The US Thanksgiving celebration has become a special time to gather family and friends … and hit the retail stores in search of Black Friday deals.

Four myths of the marketplace

Four myths of the marketplace

1. We don’t have any competition. This is the attitude that practically sank IBM, General Motors, Schwinn bikes, and every other company that thought they could disregard and/or abuse their customers endlessly because their products were unique and indispensable.

Best Buy invests 50,000 hours in employee training on Windows 8

Best Buy invests 50,000 hours in employee training on Windows 8

The radical new operating system is leading to the kind of products that people need to see and touch.

Delivering loyalty: Ten lessons learned From Zappos.com

Delivering loyalty: Ten lessons learned From Zappos.com

Zappos.com is more than an electronic shoe store. It is a community that happens to put you in a pair of great-looking shoes.

Autonomy vs. standards: in business, customer service and the customer experience

Autonomy vs. standards: in business, customer service and the customer experience

As a business keynote speaker, I spend a lot of time speaking about the need for employee autonomy in customer service and business operations in general. And a lot of time talking about the need to set and maintain service...

The one simple thing your retail associates should be doing, but probably aren't

The one simple thing your retail associates should be doing, but probably aren't

As Dale Carnegie's sixth principle teaches us, the sound of a person's name is the sweetest and most important sound to that person. It is an immutable truth, because our name is not just a few letters on paper — it's a part of who we are.

I have seen the future of retail and his name is Errick

I have seen the future of retail and his name is Errick

Last week I was in California visiting family, but like most of us on "vacation" these days, I was still working in my subconscious. One of my goals while there was to get my mother-in-law set up on a new...

Hire the person, not the resume

Hire the person, not the resume

If you're like me, you have made some terrific hiring decisions. A number of people I hired went on to be excellent employees and highly successful people.

What every retailer must know about Gen Y, part 2

What every retailer must know about Gen Y, part 2

Thrift is the new shopping; they call it thrifting. In this way, Millennials resemble their grandparents' Silent Generation.

These Target training videos are a joke. I think.

These Target training videos are a joke. I think.

We've all got that one family member who thinks he's hilarious, but he is not. Let's call him Uncle Kevin.

The Peak-End Rule: A way to improve every customer experience

The Peak-End Rule: A way to improve every customer experience

The only way you keep a customer, and get her to buy more, is to create a positive perception. And the only way a perception is created is through the customer experience — the communications, interactions, and other exposures.

Retail Doctor Bob Phibbs talks customer service training

Retail Doctor Bob Phibbs talks customer service training

The Retail Doctor Bob Phibbs recaps some highlights from his customer service training session at the 2012 Retail Customer Experience Executive Summit.

The ten commandments of networking

The ten commandments of networking

1. I will not assume that the person with the credentials is the person with the power. 2.

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Intel's Christie Rice talks customer experience, digital innovations