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...
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.
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...
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.
Local sourcing and a guarantee of jobs for veterans are at the core of the retail giant's 2013 strategy.
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...
Getting a job at Zappos.com today is more than a dream for many; it is a one in a 100-person opportunity.
One simple secret behind their success is so simple, so basic, that most brands and businesses fail to grasp its importance.
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.
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.
The radical new operating system is leading to the kind of products that people need to see and touch.
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.
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...
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.
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...
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.
Thrift is the new shopping; they call it thrifting. In this way, Millennials resemble their grandparents' Silent Generation.
We've all got that one family member who thinks he's hilarious, but he is not. Let's call him Uncle Kevin.
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.
The Retail Doctor Bob Phibbs recaps some highlights from his customer service training session at the 2012 Retail Customer Experience Executive Summit.