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Customer Service Will Fix the US Economy
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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

The companies that show up on the lists of "top places to work" also show up on lists of the companies with the best customer service and companies that are most profitable. There is a definite correlation between companies who take care of employees and the most successful companies....

Target has an advantage in that they have a strong physical store presence and a somewhat successful digital presence. From what I read, the store sales are soft and the obvious place for growth is digital. This isn't a reinvention. It's just running faster in a lane they are...

The more reality you can put into what used to be a two dimensional experience, the better. It used to be that the cool technology was to be able to view an item from different angles. Now you can virtually try it on? Cool stuff. And when it's perfected,...

The "Chat Out" as it is called here, or the pre-open meeting, or the morning huddle, etc.; all of these are powerful ways to communicate to employees, share new business, new items, and most important, to do mini-trainings (both technical and soft skills). A short reminder about customer service...

For just about any type of retailer, it's not a question of if they should go digital, it's when. Nordstrom is jumping in and one of the keys to their success will be delivering the Nordstrom experience online.

For other retailers to keep up with the times—not just with their...

Walmart is doing what Walmart does best. None of this is surprising. They are known as a low-price retailer, and as long as they continue to offer that low price, they will succeed. Paying a little higher wage doesn't cost as much as everyone thinks. They will retain their...

Anyone who goes head-to-head with Amazon.com better be prepared to compete at every level. It is a price war on the item and on shipping. I applaud Target (and anyone else) who wants to play in this arena, but they have to realize that they are commoditizing their business....

One of the most important responsibilities of management or leadership in an organization is to defend the culture. If your company is customer-focused and you see an employee exhibiting behavior that isn't so, it's time to step in. Provided this is not an offense that warrants termination, look at...

It appears that the stores that are struggling in their customer satisfaction are the low-price leaders. They are a commodity. The only loyalty is because of a price. The moment there is another store—physical or online—the customer will jump ship.

As a result, if a customer shops on price, they...

The IoT is a hot topic and some of the applications are simply amazing. While most of the hype has been focused on the consumer, the idea of using IoT applications between retailers and vendors (and let's include distributors) is still hot, just not hyped. I can see better...

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