Chip R. Bell offers up insight on how to deal with crisis situations that demand an escalated level of recovery response. Retailers that believe they can "wing it" through crisis situations usually end up getting severely wounded in the marketplace.
Retail Customer Experience readers love getting insight from those in the trenches, and this year's top five articles illustrate that hunger.
Jeff Kagan talks the golden rule in retail success: personal service. Yet, most companies don't train workers to treat the customers well.
Kevin Nix, CEO and co-founder, Stellar Loyalty, explains why tech-savvy frontline employees must have five specific skills and why retailers must invest in identifying candidates who naturally have these talents.
Mobile is key when it comes to frontline employee performance whether it's retail, foodservice or hospitality. Find out why global brands are embracing the mobile device and how to hurdle challenges from Compass Group in this Nudge Rewards webinar on Nov. 7 at 11 a.m. EST.
The luxury retailer is finding Theatro's content delivery management platform is not only delivering an enhanced customer experience, but boosting store associate and in-store communication experiences as well.
John Orr, senior vice president of retail at Ceridian, believes employees are at the core of delivering a good customer experience and achieving profitability success.
Rieva Lesonsky, CEO of GrowBiz Media, offers up insight on why retailers need to treat salespeople with respect, arm them with the right training and tools and model how you want them to treat customers.
Andy Huynh, CTO at BTM Global, explains why change management must not only be a core part of a technology implementation plan and is much more than just dictating the steps of a project. Rather, it's facilitating the journey from which you'll emerge better and stronger.
Consumers crave human interaction and the store associate represents a retailer's front line in delivering a rewarding and compelling customer experience. Yet retailers aren't giving the role needed attention and support, and that's not a good thing in today's competitive retail environment.
Unlike customer-facing mobile apps and websites, in-store associates and managers have insider knowledge and the ability to use in-store tools to their advantage, according to Logan Rodriguez, director of retail at Square Root. Consumers, he writes, still look to brick and mortar for added personal touch.
Women, for many reasons, are enjoying working in the franchise industry and finding big success. The fact that franchising affords flexibility and a spirit of entrepreneurship with a solid support system are just two top reasons.
Achieving employee buy-in needs to be part of the project from the beginning when introducing customer interactive technology.
The two retailers are tapping a gamification-focused employee training platform and achieving way beyond a more knowledgeable workforce.
People are the secret to retail success and creating a customer experience for the 21st century means retail industry must transform its approach to lure new talent into the store.
For national chains a drive toward community presents the opportunity for front-line employees and local store managers to drive sales and profits. However, to maximize the opportunity, managers and employees need to be entrepreneurial.
The House Small Business Committee this week got an earful from the National Retail Federation on the Federal overtime regulations set to become effective Dec. 1. The NRF said the regulation will not only freeze hiring but will also lead to lay-offs and demotions.
One of the dynamic presentations at the Interactive Customer Experience Summit event in Dallas last week was a discussion on how to inspire and drive innovation.
Engagement can be difficult to measure, but there are ways to do it.
The retail employee, whether on the store floor or in the call center, is a key element in providing a rewarding customer experience but oftentimes the human element isn’t a focus for the business.