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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

Let's assume the self-driving vehicles are safe. Let's assume they get to the destination. In this model the customer has to be there to accept delivery. More important, the customer has to come outside to accept delivery. What if they can't meet the truck? What if they hold up...

The first thing retailers (not all, but many) have to do is stop thinking that their marketing program is a loyalty program. There is a difference. A free sandwich after ten punches of a card is marketing. Coupons for merchandise because you gave an email address to the cashier...

The smart grocery shopper will take advantage of the in-store pickup. It's all about convenience.

The challenge is adoption. For this to work, the effort the store makes must be in alignment with the number of customers taking advantage of the service. Dedicating labor to just a few customers is...

The holidays give us a lot of information — and hopefully a lot of revenue. The above article makes good points. I'd take a look at merchandise that is complementary to what customers have been buying. Amazon gets it with their recommendations and their message that says to the customer,...

I would agree that the commercials weren't as collectively entertaining as usual. I miss the Anheuser-Busch Clydesdales. I also saw some "institutional" type adds that didn't measure up to the typical Super Bowl spots. Still, some hit the mark. Congrats to Doritos for some great commercials — and for the...

No one is perfect. And no company or retailer is either. Companies will be reviewed on the social review sites. It is the way business is today.

It is important to respond to all reviews. Jay Baer (whose new book "Hug Your Haters" comes out March 1 and is about...

There is compelling evidence that shoppers still like the brick-and-mortar experience. Especially in book stores. And the word "experience" is an important part of it. I'm sure that Amazon won't open all the stores at once. They will test — and then test some more.

One thing that we must...

My first thought was, "Do these guys need a tax write-off?" Wondering how you resurrect a brand in a retail environment that is loaded with competition that includes onsite (Best Buy, big box stores, etc.) and online (Amazon and others who struggle to compete with Amazon)? If it works,...

Super Bowl, World Series, March Madness, Stanley Cup, etc. These are all extra opportunities to promote and catch the interests of your customers. You add in the traditional holidays (Christmas, Black Friday, July 4th, Presidents Day, etc.) and there is no reason why you wouldn't have a reason to...

A consumer wants to do business with the places they trust. The return policy adds a level of trust and confidence. That will lead to the purchase. The example on the article is perfect. I'll try it and if I don't like it, I'll return it. If the lenient...

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