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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

Amazon.com can't win at everything. (They do win most of the time.) And when they fail, as they have done with this phone, they move out fast. Amazon is innovative and always pushing the envelope. They aren't flawless, but who is? They are smart, and if they decide to...

Does it really matter? If the customer is experience a pain point for any of these three reasons the retailer risks losing the customer's confidence. That said, response time to any issue, be it shipping, request to make a return, or any other issue, is of the utmost importance....

I have experienced this first hand at our local grocery stores, and I like the idea. It's new enough that it makes the experience a little special. Imagine I say to my wife, "It's date night. Let's go to the grocery store and have a glass of wine while...

How much does a retailer pay for traditional types of adverts? How effective are those traditional ads compared to word-of-mouth? You know the answer. So paying for customers with Klout or other social influence through discounts and cash-back incentives may make sense. Furthermore, I think it raises the game...

If it moves, Amazon will most likely consider the viability of using it for package delivery.

Back in the '50s, my dad used to take pictures at social functions at the University of MO. He put the film in a box and stuck it on a bus back to St....

I am not an expert in ingredients of food, and I'm not the one to be preaching about eating healthy. (Okay, somewhat healthy.) If the food industry made changes every time someone made a somewhat valid claim about the healthfulness of an item then there would be a lot...

A pharmacy in a supermarket is a matter of convenience. And, you can do some shopping while waiting for the prescription to be filled.

For Wegmans, I wouldn't expect anything less than customer accolades. And the J.D. Power report confirms what everyone already knows. Wegmans is amazing. If they decided...

Some companies let you bring your dog to work. So, allowing packages to be delivered seems like an easy choice. Here is the way I see it. If it has always been a stated policy to keep personal package delivery away from the office, fine. If you're changing the...

The statistics about how many loyalty programs a consumer is a member of but never uses are high — and telling. Too many cards to carry around. Too many emails and other social messages from retailers. The consumer has loyalty program overload.

Retailers need to create a loyalty program that is...

In business we want to meet and exceed our customers' expectations. Delivery issues have been a problem in the past. I remember the debacle that took place during the 2013 holiday season. Some of the delayed packages didn't show up until after the holidays. A year later the retailers...

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