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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

I'm approaching this discussion question as a consumer. I watch the buying habits of my kids (19, 21 and 24), my wife and even myself. The habits are based on education: what we read, what we watch on TV and what our experts (doctors, nutritional experts and trainers at...

It's time to move out of the check-writing dark ages into the era of online payment, debit and credit cards. It's easier on both the consumer and the retailer. It's easy, quick and convenient. It's just a matter of time before checks are in the history books.

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Amazon has customer data that is real and relevant to its advertisers' decisions to advertise. It allows for a more informed and targeted approach based on past buying patterns. Compared to Google, MSFT, etc., the big difference is posting an ad in the store where the shopper is currently...

Great topic. Some of this is "Retail 101," or what you might call basic. However, it's the basics that are the foundation of any business. My friends at Ace Hardware get it. It's easy to break down barriers by being nice. However, they add the level of being "helpful"...

When one of the major box stores first came to St. Louis (where I live), the public feedback was that there were long check-out lines. The store immediately started advertising a promise to keep lines under five minutes. I gave them a try, and they were true to their...

The main factor in a decision to extend daily hours should be the location and demographic of the typical customer. Do other businesses in the areas support an around the clock or extended schedule? Example: Stores can open early in the morning to catch workers who go in for...

My first response is there needs to be some reasonable level of setting hours. Asking someone to close at 11:30 p.m. and come in five hours later is not reasonable, unless it is a very occasional occurrence and the employee is willing to step up. And why would employees...

Big problems are obvious and easy to fix. Typically they don't happen often and when a customer brings it to the attention of the retailer, and the retailer resolves the problem, that positive experience restores the customer's confidence. In some cases, the confidence is restored to an even higher...

Perhaps this is just a case of being too new and too soon. Customers need to learn how to use the technology and embrace it. For example, in my travels I've noticed hotels are starting to have "mobile check-ins." This obviously can speed up the process and help the...

The concept of giving back is an important strategy to companies. Be it giving back to the community or a charity, it endears the company to its customers, especially those that are "cause-minded." By itself, giving back will not have much impact in the overall success or failure of...

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