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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

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.

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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.

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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...

Groupon continues to be relevant in a competitive marketplace. I applaud Groupon for trying new ideas that are related to their core business: Promoting companies/products and getting consumers discounts. This is another opportunity. Will it work? There are many Groupon naysayers out there, but I say give it an...

Target gets it. They are going where there customers are. The traditional retailer needs to realize that the new tradition is physical and digital. Target assesses the situation perfectly when Jason Goldberger, senior VP said, "We view mobile as the new front door to Target."

My only comment is that...

The law of reciprocity says, "The more you give, the more you get." The data seems to prove it works in retail stores. Sure, people graze for free food, but they are also buying other items while there. And if the person giving away the samples is actually a...

The issue isn't the security line. The issue is how long the employees have to wait in the security line. If it was just a quick search on the way out the door, it wouldn't be an issue. However, when a couple of minutes becomes twenty or thirty, it...

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