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The Retail Doctor's Blog


Attract, Close & Delight Your Customers

10 Easy Ways To Get Customers To Write Reviews That Boost Retail Sales

Bob Phibbs

Customer reviews are very influential and can increase your sales more than marketing with a paid ad but can be hard to get. Here’s 10 proven tips to get customers to review your business online.

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Topics: Marketing, customer experience, customer engagement

7 Retail Customer Experience Mistakes Retailers Make

Bob Phibbs

As a motivational speaker, I travel a lot and encounter customer service mistakes all the time.  

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Topics: Retail Sales Training, omnichannel, customer experience

How the Chicago Cubs Show How To Fix Brick and Mortar Retail Sales

Bob Phibbs

Update: The Cubs start the world series tonight. They had not won the National League pennant in 71 years until finally winning it this year. You can tell a winning team as this blog I wrote many months ago shows...

I was watching the Yankees and the Red Sox game last week.  Both teams seemed like they were just going through the motions. I was bored because they seemed bored.

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Topics: Retail Sales, Retail Sales Training, customer experience, brick and mortar

How To Fix It When Your Luxury Spa Is Empty, But Your Retail Shelves Are Full

Bob Phibbs

Many times, when it comes to exceeding customer expectations and failing miserably, we can't see the forest for the trees.

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Topics: Retail Sales, Customer Service, Retail Sales Training, Retail, customer experience, hotel, spa

10 Non-Negotiables Customers Expect When Visiting A Retail Store

Bob Phibbs

In many ways, retail is a lot of moving parts and yet in others it is very simple: Treat customers as you would want to be treated.

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Topics: Retail Sales Training, Employee Management, customer experience, retail customer service,

On The Contrary - Brick and Mortar Retail Stores' Best Asset Is Alive And Well

Bob Phibbs

This is a post about why brick and mortar retail stores still rule in a world of omnichannel. Reports of their demise often dismiss their greatest asset, but this greatest asset can ensure their longevity.

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Topics: Customer Service, Retail Sales Training, omnichannel, customer experience

How To Use Video To Engage Retail Customers

Bob Phibbs

A lot is being written about how to engage retail customers in stores. That’s because there is a lot of interest in technology including apps, kiosks and digital media to get customers to do something.

This post isn’t about that…

This post is about how you can use three different platforms to engage your current customers, attract new customers, and nurture your tribe of followers.

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Topics: Marketing, Technology, Retail, customer experience, hashtags

How To Avoid Hearing A Customer’s “No, I’m Just Looking” Ever Again

Bob Phibbs

Were you ever picked by a teacher to come up in front of class when you weren’t prepared to speak?

It felt like hell, I bet.

There’s an area of your retail store shoppers will avoid; it is the first eight feet after your doors. Some call it the decompression zone, some call it the threshold area—it should be called The Hell Zone.

The Hell Zone because shoppers don’t want to go there. They might remember a past experience where an aggressive employee pounced on them wanting to shake their hand. Or they might remember another employee asking them a question, when all they wanted to do was get their bearings.  They had to blurt out a No just to get rid of the pesky employee.

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Topics: Retail Sales Training, customer experience, selling tips, Hell zone

Attracting Customers To Experience The Store Is Only Half Of Retail Success

Bob Phibbs

I used to be the Chief Marketing Officer of a coffee franchise.  

My office provided all kinds of marketing support for new stores, a complete promotions kit – even a costume character.

We knew how to get people to the stores.

The best operators took advantage of this and understood all our efforts stopped when the customer reached their front doors.

For it was then that the brand promise morphed from a digital or printed image, to the face of the person working behind the counter.

And that is when the brand was judged adequate or found wanting.

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Topics: Marketing, Employee Management, retail employee, customer experience, retail customer service,

How Engaging Is Your Store's Customer Experience? Take This Quiz

Bob Phibbs

A lot is being written about customer engagement in retail.

How retailers are trying to engage shoppers to their bricks and mortar locations by making the store more like an online experience.

And the more information IT departments can gather using Big Data and feed it through an algorithm, the more personal they can make a customer’s shopping experience.

I have news for them…and therefore for you...

An algorithm is not personal.

An algorithm is what causes those ads that stalk you after you’ve visited a online retailer.  It’s what shows up next to your Facebook feed, pops up next to your New York Times article, and what generally annoys you.

It cannot look you in the eye; it cannot talk to you; it does not have a heart.

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Topics: Customer Service, Retail Sales Training, customer experience

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