Black Friday: It’s Not about the Sales
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/Well, not just about the sales, that is. For several years, maybe more than a decade, the significance of sales on that... Read More
AMAZON 4-STAR STORES – The Good and the Not So Good
I was prepared not to like the new Amazon 4-star stores. I expected to see numerous examples of poor merchandising and just... Read More
Retailers Doing Well by Doing Good
This is a time to be very proud as a retailer. Recently there have been several high profile news reports of companies... Read More
When Authentic Relationships Are Hijacked by Organizational Processes
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This is where big companies and organizations usually lose it. This is where they substitute “process” and programs—using 20th-century Human Resources theory—for... Read More
Put People First: Employee Recognition
There are a lot of visible, structural things you can do to put people first in your retail business, or any kind... Read More
Putting Customers and Employees First
Here’s a great story from my days working in the department-store business. I worked for a store called The Emporium. We had... Read More
“Never Let Them See You Sweat” (Protect Your Customers)
Something that contributes to a negative retail culture is failing to protect the customers when things aren’t going so well behind the... Read More
The Customer-Donation Drive That Touched Everyone’s Heart
Back when I was the corporate leader of the UGG retail organization (UGG-Australia footwear) for its U.S. stores, we used to collect... Read More
Measuring Customer Service
Today it seems like everyone, but everyone, is trying to measure customer service levels. Businesses of all kinds collect feedback through surveys... Read More
