[Image of: RetailWire Logo and Tagline (for print)]

Also from Shep Hyken...

Braintrust Resource

Shep Hyken
Customer Service Will Fix the US Economy
Article (pdf)

Links by Shep

 
[Image of: Shep Hyken]

Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

Publishers have to be careful not to alienate the retailers who sell their books. Selling direct to the consumer jumps over the retailer. However, if they are just selling the e-book, I don't see a problem. Selling hard copies might be able to be done through an agreement with...

I can't predict Target's success for the upcoming holiday season. They do a great job of creating brand awareness. More and more people are shopping online. It is definitely more convenient. It will be interesting to see how online impacts on-premise.

The concept of free shipping is a great way...

Millennial consumers want to be wanted/needed and feel included. They like one-to-one experiences. Get a Millennial to join a program that makes them feel rewarded for their business and loyalty, and you've hit the wanted and included needs. If the consumer feels there is value to the offer of...

It wasn't that many years ago when I would peruse numerous catalogs before making a decision to purchase something. (Okay, it was that many years ago!) I see the online research as my catalog browsing on steroids. What I like about the concept of online research is that the...

I think the only thing that makes this store special to the Target system is that it isn't a standalone building. The area that they are putting the store in is a great location with lots of potential business from the consumers who live in the area. The demographic...

It's all about customer convenience. If customers find it a convenient and cost-effective option, it may work. Still, if security isn't an issue, how much more will it cost to have it delivered to a home or office. That seems to be the most convenient.

...

A Nordstrom presence raises the bar for customer service anywhere they go. They have the ability to deliver a high level of service that is consistent and predictable. They are a customer service role model that many retailers aspire to.

How do they do it? Simply put, they hire the...

Email is like any other form of marketing and advertising. If the consumer wants to change channels on their TV when the commercials come on, they do. If they want to delete an email, they do. The key is to target the email marketing to the right consumer—one who...

Love it. Let's show off how we are giving back and paying it forward. When friends see what their friends are doing, they'll hopefully want to join in. And maybe it will even fuel a little healthy competition — all in the name of charity.

...

The customer is NOT always right. But, they are always the customer, so if they are wrong, let them be wrong with dignity and respect. If a customer is truly abusive, then let the customer go, but always keep the door open. Keeping abusive customers around is bad for...

Search RetailWire
Follow Us...
[Image of:  Twitter Icon] [Image of:  Facebook Icon] [Image of:  LinkedIn Icon] [Image of:  RSS Icon]

RetailWire's
Getting Started video!

View this quick tutorial and learn all the essentials...

RetailWire Newsletters