Shep Hyken

The retail business is a commodity business. With just a few exceptions, anyone can get just about any product at numerous outlets—online and on-premise. The point is that a customer has choices and the only thing that will make the retailer stand out is the customer experience. For our...

This issue doesn't just affect online retailers. It's any business that accepts credit cards—or any place that handles a customer's financial information. Some of the biggest security issues are with banks. There is even a grocery store chain that criminals hacked into to get credit card numbers. There are...

This is simple. It's not about replacing the 4 Ps. As the retail world changes, we must adapt. If that means more acronyms or 4 Cs, the so be it. In the competitive world I think that it makes sense to marry Price, Product, Promotion and Place with Connections,...

This post makes me believe that several things are happening at once.

First, the customer is becoming used to shopping online. Just a few years ago it was a new experience, now it's normal.

Customers are more comfortable shopping with retailers that have a bricks and mortar presence as well as...

Social tools are still in their infancy. It will take time for companies to figure out which tools work best for them. Once that is determined, they will be encouraged. In the meantime, the early adopters will have an advantage. And, there will be many more tools—ones we can't...

What is a significant percentage? There is a tipping point where it makes sense to spend more time, energy and money to support a self-serve model. Yet at the same time, there always needs to be a backstop. What happens when the customer has a question or a problem?

The...

REI is an outstanding company. Love their stores and their philosophy. I believe that REI will stand behind a product, regardless of the length of time. Capping the return at a year is still very liberal. However, I bet that the customer service savvy company will delicately handle legitimate...

Small retailer or larger chain, the advantage to delivering a great customer service experience is the same. A "smile" or good service experience from big or small makes no difference to the customer. The way a customer is treated determines if the customer comes back—or not.

Initial engagement is what...

Social customer service is about communication, quick response times, value added information and more. Companies who embrace social service have more touch points with their customers that creates a stronger (and trusting) relationship. The biggest challenge businesses have today is taking the first step to embrace this new way...

This is simple: Simple is better. Simple is easier. And, easier is better. Amazon is a role model for easy/simple. Just look at their one-click purchasing option. More of that is good.