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Shep Hyken
Customer Service Will Fix the US Economy
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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

This is just the beginning. Before it can have a big influence, the Apple Watch and other wearables need to become more widely accepted. Remember when smartphones became smart? Before they were just telephones, then you could send email messages, and then much more. Now, many people are lost...

Amazon had an average rating. Average won't win. There's mobile payment apps from Apple, Google and eventually others that are competing for market share—or should I say wallet share. There may or may not be room for more than one and competition will be strong. I see a VHS...

Not sure why these are called "stealth store" tactics. There are times when a store must cater to the community and sell items and do promotions that are different from their typical brand. That may mean a change of colors and messaging as well.

Example, Zappos has another brand that...

Sears is stepping up to be a corporate citizen. Good for them. They are opening their doors and hearts to approximately 17,000 employees of another store. I like it. Other retailers may follow suit, but they weren't the first. Nice move, Sears!

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Wi-Fi is nice, but it's not the end. Free Wi-Fi means more to a consumer in a coffee shop or restaurant than in a retail store. Most people who are mobile shopping are using their smartphones, versus a laptop PC or even a tablet. So, their phones can connect...

Amazon's jump into the world of TV shows that the entire broadcast model has been "turned on its ear." Look at the great programing coming from independent networks. And, how about NetFlix original programming? Some of the top shows. Basically, Amazon is creating its own channel with a pay...

Lower gas prices caused the drop in spending, not the consumer. If you take out the gas prices, spending is up. So, what is the concern? The trend is heading the right direction.

As the economy stays strong, the overall sales should remain strong. To the individual retailer, what will...

First and foremost, train employees to listen to their customers for their suggestions. And, every suggestion should be submitted, even if it seems like a crazy idea.

Second, we have a program called the Moment of Innovation. Every employee brings a suggestion on how to improve anything in the company....

Robots in retail stores and hotels ... It can work. However, a retailer must be careful not to lose the human connection. And the robot, at least at this point, can't up-sell or cross-sell in the retail store. But let's not fight it. It's going to happen. So we...

Unfortunately, there will always be criminals. The cyber-crime is still happening, and the good people will try and put up a strong fight against them. The reality is, that once retailers put a good secure system in place, the cyber-criminals find away around it. It is better, but still...

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