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Customer Service Will Fix the US Economy
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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

The applicant should go through traditional HR channels before being presented to the manager. It's important that a manager have some involvement in the final decision. If HR does its job, then the manager's job becomes the last step in the process.

It costs a lot to hire and train...

The Nordstrom people are pretty darn smart and know what they are doing. They are keeping their annual event and adding additional ones. Sounds like it benefits their customers. It does start to mix them in the pack with other retailers, but still makes sense. They will compete with...

WOM is the best form of marketing/advertising a retailer can have. It comes from an amazing product, amazing customer service experience or both. It is assumed that the product you sell is good. So, mostly it is the experience the customer has that drives the WOM. That is why...

Best Buy has stepped up to the challenge. Their competition isn't necessarily the store down the street. It's the store on the customer's smart phone and computer. Online retailers have taken business away from Best Buy. Best Buy stepped up and price matched while still giving the customer the...

Depending on the company, the problem starts in the hiring process. Hire the right people that have the right personalities and the right background to start. Then train them, which is the next problem. Companies may do a short customer service training when the employee is hired. But, any...

This is simple, in my mind. There are some very engaged customers who want communication from their favorite brands, as long as the communications is deemed appropriate. Like "beauty is in the eye of the beholder," so is the appropriateness of the communication. What is acceptable to one consumer...

Facebook is just another social channel, although it may be the most popular. If FB makes it difficult for brands to have a page and use it as a social tool, they will drop off. It will take a critical mass of brands willing to pay for this to...

The later a customer can order, the more likely the store will get the sale. And what retailer wants to miss out on that last opportunity to make a sale? For competitive reasons, stores will match what others are doing regarding shipping deadlines.

Unless it is weather related, we shouldn't...

The New Black Friday is the end of what we know as Black Friday. At some point Walmart—and probably the customer—will start calling it something else. Will it help Walmart achieve sales goals? It's different and very customer focused.

Competition will either follow, which means playing keep-up, try something different,...

Everyone knows what Best Buy is. People still may be confused over what RadioShack is trying to be, and the confused customer doesn't buy. The short view is to hope that the RadioShack commercials bring in customers. The long view is that it helps with their positioning in their...

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