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Customer Service Will Fix the US Economy
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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

This is like having a religious or political conversation. Some people are more accepting of privacy—or lack of privacy—issues. No doubt that targeted advertising comes from tracking a consumer. The only way a consumer can dodge it is to not use a mobile phone, ever do a Google search,...

This is a great article that recognizes how to use mobile—and the benefits to both the customers and the retailer.

The bottom line is, will the customer embrace your mobile strategy? Just like designing a store, the mobile experience has to be very customer focused. Everything you design into the...

A loyal customer will appreciate a mobile app that connects them to the retailer. The key is acceptance first, then usage second. Acceptance comes from trusting that the retailer won't abuse the privilege of "talking to me" while I'm shopping—and when I'm not. Second is usage, which will start...

I love the idea of crowdfunding to see if a product is viable and might sell. "Might" is the operative word here. If the description is wrong, and few people, if any, buy, it may be as much a function of the way the product is positioned. Still, it...

The best companies have a cause or a mission to stand for. It's what they rally around, and some of their customers know and appreciate the retailer for it.

Asking the customer at the register to "round up" to an even dollar amount is an easy way to get hundreds...

Money is important to a point. Employee fulfillment is as important, if not more so, to get full engagement. Herb Kelleher of Southwest Airlines made a big deal about, for lack of a better term, employee happiness. Paraphrasing, he said to make employees happy, who will then make the...

There is tremendous value in face-to-face interactions during a conference or trade show. Beyond the obvious of seeing the latest and greatest in product innovation, it may be the conversations in the aisles and halls that has some of the biggest ROI. Just like any business, sometimes it is...

It is obvious that consumers are trending more and more toward websites, digital marketing and social media. I can't understand how any retailer would sit on the sidelines to determine if they should participate. If you are a retailer still wondering if digital and social is a viable strategy......

Retailers are going to have to figure this out. If they start charging for something the customer has expected (because of past experience) at no charge, they risk alienation. Some retailers will try to be competitive and continue to offer BOPIS at no charge. Some will want to charge...

Love this idea. First, it gets customers to engage in doing business with Amazon. Fine for current customers, but great for new customers. Second, it continues to position them as a low price leader, as they have done for many years. Third, it may cause certain customers to check...

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