[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

Everybody, at some time, will have a bad day. I love the line, "It's not what happens to you. It's what you do about it." So I'm going to go down two roads here.

  1. In the moment if things are bad, I ask myself, "What one thing can I do...

Amazon.com will work out the math. If they say it will cost a dollar, then I wouldn't second guess them. What they are doing is finding a technology to reduce the shipping cost. That gives the consumer even more of an incentive to do business with them. And, the...

Kermit the Frog (Sesame Street) said, "It's not easy being green." It takes work and may even cost money. However, it shows that a company is community-minded, and that's important. A "Green Initiative" is a safe bet. There is typically a group of cause-minded consumers that will spend more...

This isn't like Target was out-of-stock at a store. They literally sold out of every item they had in the luxury offering. In other words, it was a limited offering, and the next time the customers will know it and be ready. I also believe Target will be ready...

It's not just the delivery, but the warehousing and logistics. It appears that Amazon may take care of its own warehousing and logistics, so Amazon will just need to partner with established one-hour and two-hour delivery companies. I know what I'm charged for quick deliveries. For the price to...

Robots replacing humans as sales associates? I can't see that far into the future. My prediction is that we'll see more robots on the floor that can handle many functions, but true sales and the ability to build a relationship isn't going to part of the near-term future. Robots...

This is simple. Millennials are only unimportant if that's not your market. If it is and you neglect them, they will find someone else to do biz with. If Millennials aren't your market, they won't mind if you focus on a different demographic. It's not about following who spends...

It doesn't matter—slow or fast—unless it is right. We have many tools at our disposal. And, there are new ones coming on the scene all of the time. The key is to measure what should be measured in the most effective way. Effective doesn't always mean efficient (time and...

I love personalization. I walk into a store and I'm greeted. The sales rep remembers me and calls me by name. Even remembers what I bought the last time—and didn't buy. Then makes suggestions. Sounds like a great experience. And, I had it at both a retail story and...

Remember Cheers (the TV show about the bar)? Where "everybody knows your name." Greet people. If you know the customer's name, use it. If you don't and you are helping them, introduce yourself and if they give you their name, use it. Build some sense of rapport.

Customers will become...

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