[Image of: RetailWire Logo and Tagline (for print)]

Also from Shep Hyken...

Braintrust Resource

Shep Hyken
Customer Service Will Fix the US Economy
Article (pdf)

Links by Shep

 
[Image of: Shep Hyken]

Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

Let's make it simple. Just do what Amazon does.

...

Every marketer wants their work to go viral. It's a form of brand and name recognition. They key may have nothing to do at all with the product or the message. It has to do with the emotional engagement or the way someone feels; sad, sentimental, cute, happy, angry,...

I've always said that good customer service people can be found in the hospitality industry; hotels and restaurants. In an interview with Jim Bush, Sr. VP of Worldwide Customer Service at American Express, he stated that they like to hire people with hospitality experience for the support centers. It's...

I'm not sure drama-free is reality. However, what is reality is the idea of every interaction with the customer be focused on the customer and not be impacted by what is going on behind the scenes (which can be drama). Disney has the concept of being on stage and...

Large or small, expensive or inexpensive, it doesn't matter. It's the thought that counts. Keep in mind that the concern is that the surprise sets a new and unrealistic expectation.

...

At retail, whoever is interacting with the customer gets the honor of ownership. If the customer is looking at an online ad, then whoever created and placed the add owns that customer at that particular interaction. If it is in the store, then the employee serving the customer owns...

Isn't this why there is insurance? If retailers are concerned about being responsible for data breach, there are safeguards. Companies like AllClear ID will actually insure every customer for, literally, just a few pennies per customer. This should give confidence to the customer as well as the retailer.

...

There is do doubt that happy and fulfilled employes are more productive and do a better job at taking care of customers. All the stats and facts back it up.

If Google, recognized as a great place to work, wants to share the results of this worker happiness project, I'm...

The website is an extension of the brand. First and foremost, it must be simple and functional. That's table stakes. From there you can create an experience. There can be interactivity and gamification. For a great example, look at Home Shopping Network and notice their arcade and daily special....

For Starbucks to stay relevant they must...stay relevant. That means changing with the times and keeping up with customer expectations. It means knowing what changes to make to keep from being old or stale. The key is the balance between old and new. Starbucks doesn't want to lose what...

Search RetailWire
Follow Us...
[Image of:  Twitter Icon] [Image of:  Facebook Icon] [Image of:  LinkedIn Icon] [Image of:  RSS Icon]

RetailWire's
Getting Started video!

View this quick tutorial and learn all the essentials...

RetailWire Newsletters