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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

I've seen amazing vending machines that have fresh products with nutritional information. I've seen vending machines that have great sales of hard goods that consumers want and need, and at a price that is competitive. It can work.

While we've bought food and drink in past from vending machines, it...

Why are these retailers hiring people who have "selling fears" or lack confidence? It's simple, hire the people with the right attitude and personality and then do the the Retail Doctor's "prescribed treatment" of the three steps outlined in the article.

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First, congratulations to Tony Hsieh for pushing the envelope (again) on corporate culture. I don't know if Holacracy will work, but what a concept. The key is the right people. The ones that are already at Zappos, and the ones that will replace the people who left. Zappos hires...

This is an opportunity to get rid of merchandise that because of its history (previously bought, used, new but open, etc.) might be hard to move. Worth a try in my mind. Having a separate store is fine. They could even have a separate department within an existing store...

Applause to Nordstrom for their forward thinking multi-channel approach to staying connected to their customers. Who likes to text? Millennials. This is a great way for sales people to connect with their Millennial customers (and any other customers who like to text), and an even easier way for those...

While generations do influence the markets, in the end, the restaurants and retailers have to adapt to the customers they target. Watch your demographics. Listen to your customers. Watch the "big data" analytics that spot trends. Just be sure those trends are relevant to your specific business.

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Music I associate with Starbucks? All good! Everything from an independent to a superstar with Paul McCartney. More than anything, I love how they have promoted music. Another channel. Love how Starbucks is connecting with Spotify. Coffee may be the product, but music is part of the culture and...

Love the hotspot parking concept. For the retailer, offering a perk to a good customer can pay off. If you can make it easier for a customer to do business for you, do it. Furthermore, if a customer loves to do business with you and gives you permission to...

This is a potential disruptor to what has seemed to become the norm. By the way, when Amazon came into the market they were considered the disruptor to retail — and still are in many areas. If Google puts a Buy button next to the ads, it will still be...

The best retailers have a handle on their inventory. There is a balance between out-of-stock and overstocked. Both cost money. Carrying the cost of surplus inventory can drive a company into bankruptcy or even out of business. And, customers will lose confidence if every time they want an item...

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