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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

The airlines did it right. They trained the passenger (their customer) to use their system. They had incentives in the form of bonus miles and a minor savings to book online versus through what used to be the traditional reservations center. Eventually there was a tipping point where the...

Free shipping has become a general expectation. It is no longer a competitive difference. But not having it may be a disqualifier. Smaller retailers who don't have the deep discounts that the larger retailers have obtained will have to show value in other ways. Do they have exclusive merchandise,...

Behind every good chatbot is a human. The perfect chatbot seems human ... until it doesn't. There always has to be a human fallback. As soon as the chatbot senses the customer is confused or is not getting their answer, the human steps in (seamlessly) and saves the customer...

RadioShack changed lanes and lost. They left their core customers behind when they decided to compete against big box electronics retailers. You don't go to RadioShack to buy a TV. To succeed, they will have to be identified for what they are/were best at. They should stay in that...

No doubt that turnover is expensive. The cost to hire and train is a big part of that cost. The "ramp-up" time needs to be considered as well. And the cost of having a part-time employee who is not trained properly making a bad decision or losing a customer...

First, is the wait so long that they have to put some type of screen or monitor to keep the customer's mind occupied? Manage the wait and you won't need the monitor — except for advertising.

Next, the issue of annoyance will depend on what's on the sign.

Finally, consider what Disney...

Rather than regurgitate the information above, let's just say this: This is just the beginning. It is a strange, yet very exciting, time we live in as we see robots moving through aisles of a grocery stores and driver-less cars dropping off and picking up our customers. And the...

Layoffs for the sole purpose of boosting profit is a short term solution. "Riding lean" could eventually erode profits as the customer's experience typically suffers. The company chooses an operational focused culture versus a customer focused culture. Decisions are made with dollars in mind versus the customer. By the...

Why not? It's visible real estate. Highly visible! When it makes sense, naming rights, logo rights, etc., are great ways to connect with a targeted audience.

...

I wouldn't read too much into earnings reports connected to job cuts. All companies go through changes in the way they do business, and therefore the people at their HQs. There are economies to gain through technologies, consolidation of responsibilities and more. If the one or two time re-orgs...

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