1. I will not assume that the person with the credentials is the person with the power. 2.
Mystery shopping agencies, companies and mystery shoppers from around the country will be in San Diego, California this October in order to attend one of the largest conferences for mystery shopping providers. The event will allow participants to share thoughts...
A couple weeks ago the Daily Retail Quote was, "True leadership comes not from position but from participation and effectiveness." Some of the best leaders I've had the pleasure of meeting and/or working with go far beyond managing people. They're...
Great customer service — what I call anticipatory customer service — requires more these days than simply not being a jerk and not hiring jerks. It means building your non-jerk attitude into systems, facilities, and processes. Traditionally, great customer service...
An alarming new report suggests that a large number of shoppers would leave a bricks-and-mortar store and place an order online instead, if they stood to save as little as 2.5 percent on their purchases. That leads to a discussion of the week's big retail story, the leaking of an internal Apple training manual for retail associates.
We've all read countless cautionary tales about once-mighty companies that lost their way. The horror stories usually blame products that haven't kept up, dumb acquisitions, weak marketing strategies, byzantine decision-making procedures, or overloaded debt structures. There's another major reason companies...
The leaked training manual gives exclusive insight into how Apple succeeds at employee training and customer service.
As I departed on my around the world journey to teach IMS Retail University, I had ample time to watch people using technology during my lengthy airport layovers. From preschoolers to adults, tablets abound in airports! While I was playing with my camera gear in preparation for the trip, a number of people noticed my big camera and lenses.
Two big retail names announced big changes this week: Best Buy installed its new CEO, and Groupon shook up its leadership with a new emphasis on its technology. We talk about those changes and what they might mean in the coming months.
After spending one year researching the Apple Retail Store, I reached the conclusion that the secret sauce to Apple's astonishing success in retail lies in what customers don't see—the way employees are hired, trained, motivated, and taught to communicate with...
I was speaking at the Sturbridge Inn & Convention Center recently and had to print something at the business center. A guy was on the one computer checking email and then an agitated woman and her daughter logged on. They...
Retail Customer Experience Executive Summit attendees learned what topics to discuss with future hires.
As I make my rounds teaching Retail University around the world, one of the most asked questions is "how do we transform customer experience in retail stores?" Countless millions have been spent on training retail store sales associates to deliver a better experience. At the end of the day, it's hard to find sustained measurable results.
Most employees leave a job for one of three reasons: 1. For a better, or different, employment opportunity.
RCE Podcast episode 5: Amazon profits plummet, more JC Penney news, and whether 'Made in America' still matters
Amazon made an awful lot of money in the second quarter - but kept only a fraction of it. We run the numbers in this episode, then talk about all of the news coming out of the JC Penney camp lately.
How three employees, one smartphone and a social website threw a major company into crisis mode
Increasing conversion rate is a sales opportunity that many retailers completely overlook.
When was the last time your loss prevention team became an Internet sensation because of excellent customer service? Well, that's what happened when Joshie went missing. Joshie is the beloved stuffed giraffe of the youngest member of the Hurn family. Sadly, Joshie didn't return home from the vacation with the rest of the Hurns.
A perfect product or service won't take you far if you serve it up cold. Lack of caring delivery will sink most any perfect product or service. It can even sink your next flight—or at least your perception of it.
Customer experience management can be directly linked to how the employees understand and view their workplace. It's easy to understand that if the employees are unhappy, their performance will be subpar, thus giving the customer a less-than-stellar experience.