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How To Deal With The Shop Local But Buy Online Retail Trend

Every Friday I answer your questions in a Facebook LIVE video. This past week many questions revolved around the new retail trend some call shop...

Customer Service In Your Retail Store – 3 Stories To Get You From Cringing To Caring

I have been a loyal Nordstrom shopper for decades. It was the pinnacle of cache to buy from Nordstrom. Exclusive. Quality. Service. For many years...

Retail Customer Service: How To Get Away From A Shopper In Your Store And Onto Another

Many decades ago, when I was first starting out as a commissioned salesman, I had a very good customer, Richie.

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


Excellent retail customer service is dependent on your employees. Here are fifty of my blunt reminders for both staff and owners of specialty...

What To Do When Your Retail Customer Service Fails Miserably

It’s been said that a brand is a promise of an emotional payoff of a purchase.

10 Non-Negotiables Customers Expect When Visiting A Retail Store

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.

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

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...

How Bad Retail Customer Service In One Location Tanks Sales In All

Like a lot of people, I love Chipotle.

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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.

I'm ready to win