Recent Articles

Bad Customer Service Examples: 50 Things Retail Employees Shouldn't Do

  Excellent retail customer service is dependent on your sales associates. Likewise, a bad experience is dependent on poor customer service in your...

Bad and Good Customer Service Examples At Saks Fifth Avenue

Longtime readers know I sometimes share both my good and bad retail customer service shopping experiences from across the world.  What are three key...

The Causes And Consequences Of Bad Customer Service

The reason for a bad customer service experience could best be summed up by Lily Tomlin's character Ernestine, "We're the phone company; we don't...

Barney’s Bankruptcy Shows Limits Of Poor Customer Service

I first stepped into Barney’s in New York City in 1993 because it was one of the only high-end men’s clothing stores that featured exceptional new...

Battling Disruption In Retail Begins With Operational Excellence

A lot of money is chasing the term of disruption in retail. From innovative AI chatbots to new payment solutions, everyone is hoping to disrupt – or...

How To Remove Half-Assed Responses To Requests For Customer Service

Three very short examples about customer service… A friend of mine was at a restaurant the other day. She was told they would have the next...

The 5 Shifts Brick-and-Mortar Retailers Are Making to Generate Up to 20% Higher Profits Every Month

Are you a hungry brick-and-mortar store owner who’s ready for a fresh, people-obsessed strategy? This training is for you if you want to grow your business using a powerful customer experience formula proven to make your cash register chirp.