Interviewing and candidate selection is just too important to not do extremely well. A great hire can have an almost immediate positive impact on the store, and a bad hire can lead to 60, 90, or more days of pure hell. Which interview techniques will likely provide the most value on average to the interview process?
Heritage vs. innovations vs. relevance. This is something that almost all retailers will face at one time or another. This is true whether the heritage comes from being a multi-generation family business, a focused corporation or a successful entrepreneur. How should conflicts over “heritage vs. innovations vs. relevance” be resolved?
We all have employees who make our life a little easier. They take on tasks without being asked and can always be counted on to get things done. Having favorites isn’t an issue, but showing favoritism is. In what ways, if at all, is favoritism by store managers harmful to retail selling?
In customer experience management we often talk about moments of truth to define those times in which there is significant opportunity for good or bad impressions to be made. Which of the typical interactions between sales personnel and customers in the store are most critical in establishing a positive customer experience?
During a recent shopping expedition, BrainTrust Panelist Doug Fleener couldn’t help but notice the number of store employees using cellphones while on the floor. Should store associates be allowed to use cellphones on sales floors? What policies should guide such use?
During the days surrounding Christmas, almost all of a store’s customers will be delightful to work with. But, inevitably, one or two will be stressed out, unhappy customers. What obvious and lesser-known tips do you have for resolving customer complaints in the store?
Even though competition and technology have radically changed retail, the essence of what makes a great customer experience in a specialty store remains the same. Of the points brought up in the article, which ones are most important to creating a great customer experience?
Walmart, Target, and Amazon.com have spent the last few weeks locked in an ever-escalating price war. Forget price wars: BrainTrust panelist Doug Fleener wants to see a customer service war…. To what degree can customer service help specialty stores survive or thrive in an environment increasingly focused on price?
The successful associate knows there are still plenty of opportunities to both enhance the customer’s shopping experience and maximize the sale. What are some ways sales associates can fully maximize the shopping experience after the sale is completed?
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