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How to Improve Black Friday Customer Experiences
Any shopper brave enough to venture out on Black Friday knows to expect some customer service delays and disappointments when items are out of stock, but that doesn’t mean you shouldn’t try to give...
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How to Combat Showrooming During the Holidays
Reports after the holidays last year showed that the in-store strategies retailers employed to fight showrooming were working, but that doesn’t mean the effect will necessarily carry over into this...
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Measurable Ways to Improve Your Customer Service
Trying to improve customer service without collecting data on the success of your tactics is a wasted effort. Many ideas for customer service improvements sound great on paper, but turn out to be...
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3 Things Your Customers Mean by “I’m Just Browsing”
There’s no question that training your sales associates to engage your customers can boost sales and gain customer loyalty, but what do you do when your customers say they don’t want help? It’s...
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6 Ways to Compete with Amazon
Despite recent dips in stock prices, it doesn’t look like Amazon is going anywhere any time soon, and the company continues to expand into new markets. Competition with Amazon is fierce, but the good...
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How to Overcome Consumer Channel Overload
A few years ago, mobile shopping was big news in the retail world, and businesses had to respond quickly in order to survive. Rather than lose access to their customers, many became omnichannel...
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How Effective Company Branding Has Made Apple the Leader in Innovation
On September 9, Apple CEO Tim Cook unveiled the iPhone’s next evolution, the iPhone 6. Among the expected upgrades—new A8 chip, iOS, iSight, etc. — comes a new feature: Apple Pay, powered by near...
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The Critical Role of the Associate in Today’s Digital Path to Purchase
Last week, while I was speaking at the Connected Consumer Summit, an interesting question was raised about the role of the retail associate in an increasingly digital world. While technology can and...
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5 Valuable Insights You Can Learn From a Journey Map
In today’s retail environment consumers have short attention spans and their interests change like the seasons. Learning from your customer’s habits can help you predict their next move. Your...
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The Cost of Waiting to Invest in Customer Experience
When businesses talk about their customer experience strategy, it usually boils down to collecting customer-initiated responses to an interaction, whether through a survey on a receipt or a customer...
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How to Make Company Meetings Profitable – 4 Simple Methods
Company meetings are a great platform for sharing best practices, gaining insight from your colleagues, and maintaining alignment between the top of the organization and the front lines. They also...
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5 Suggestive Selling Techniques for Better Customer Experiences
If you’re like most people, there are certain stores that you dread going into, and you have to mentally prepare yourself for before entering. You know the ones I’m talking about – where the sales...
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No Sales Growth? Take Another Look at Customer Experience
For retail store operations, consistent customer experience at every touch point is essential to attracting and retaining a loyal clientele. We’ve all experienced this before… You go to a new...
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Why Engaging with Your Customers Will Almost Always Increase Sales
A successful business thrives when the sales teams understand how to attract and retain loyal clientele. They know that the best way to convert “lookers” into “buyers” is to create an engaging,...
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Maximize the Value of Your CSAT Program With Complementary Mystery Shopping Data
Have you ever decided against an evaluation program because you already have another currently in place? If you find yourself torn deciding between several options, you may be looking at it the wrong...
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3 Ways To Empower Your Retail Sales Associates Today
There’s a big problem plaguing retail these days: Many times, smartphones seem smarter than the sales associates as they make a wealth of knowledge available about the products you’re seeking in a...
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Retail 101: An Introduction to Mystery Shopping, Customer Intercepts, and...
Searching for the perfect way to evaluate your retail stores? With companies putting a renewed focus on their customer service and experience strategies, and so many measurement options out there to...
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Customers Losing Interest? Reinvent Your Stores by Personalizing the Shopping...
You visit one of your brick and mortar stores to get the feel of the customer experience for yourself. Something seems off. You look around and see customers with glazed looks on their faces as they...
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3 Things Retailers Can Learn From Google Glass
With its unique appearance and futuristic capabilities, Google Glass has become the poster child for wearable technology and its potential to change the way retailers connect with their customers....
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3 Digital Payments Trends Retailers Need To Know About
According to a recent study by Accenture, 56% of consumers believe that smart phones make the overall shopping experience more enjoyable. Today’s in-store shoppers can use their smart devices for...
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