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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 sales associates. But a bad retail experience is also dependent on a rotten customer...

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