Special Report
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What happens when the customer is really, really wrong?
Most retailers drill it into employees’ heads: The customer is always right. Except — we all know that sometimes that is just simply not the case. More…
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Nashville’s a great spot for music lovers, but in April it’s also a great place for retailers who have brick-and-mortar stores to take care of. Why? (more…)
Latest News & Views
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Tough conversations: Dealing with upset employees, customers
by ckatarskyWorking in retail means a daily dose of having to have difficult discussions — and doing so in a tactful enough way that customers and employees don’t feel worse afterward. More…
Posted in: Customer Contact, In this week's e-newletter, Latest News & Views
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Man goes berserk in store that sold ‘bath salts’
by ckatarskyNot liking what a store keeps in its inventory is frustrating, but it doesn’t make it OK to take a bat to the fixtures. More…
Posted in: Customer Contact, In this week's e-newletter, Latest News & Views
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Kohl’s sued by its own laywers
by ckatarskyA lawsuit over actress Zooey Deschanel’s promotional endorsement has resulted in Kohl’s lawyers suing the company itself. More…
Posted in: Business/Finance, In this week's e-newletter, Latest News & Views
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Motivating for the long run: 5 keys that work
by ckatarskyThe dog days can make employees less motivated and customers harder to please. More…
Posted in: Customer Contact, In this week's e-newletter, Latest News & Views
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Surprising promo consumers prefer over a sale
by ckatarskyYou’d think slashing prices would be the quickest way to get more buyers opening their wallets. Turns out they actually prefer a different kind of promotional offer. More…
Posted in: Business/Finance, In this week's e-newletter, Latest News & Views, Sales/Marketing
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Chick-fil-A gets into fight with Kermit the Frog
by ckatarskyWhen your company finds itself in a PR war with the Muppets it’s safe to say management has made some poor decisions. More…
Posted in: In this week's e-newletter, Latest News & Views, Online, Retail companies
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Caught on tape! Granny’s savings robbed from CVS shopping cart
by ckatarskyRetailers need to have good security in place — but even top-notch efforts can’t overcome the combination of carelessness and greed. More…
Posted in: In this week's e-newletter, Latest News & Views, Retail companies
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Reputation matters: How retailers earn top marks for satisfaction
by ckatarskyThere’s no one thing customers need to give your company high ratings for satisfaction. What they’re really look for More…
Posted in: Customer Contact, In this week's e-newletter, Latest News & Views, Retail companies
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- Steven H: I am sorry...they are blind. What the heck are they renting from a Red Box to begin with?...
- Kim Faytock: I would appreciate the Do Not Track list very much. It is soooo annoying having these ads pop up repeatedly! I don't ne...
- Fred K: I did not like the ads. As mentioned, I especially disliked the ad where Santa was kicked to the ground. I've purchased ...
- TOM: I also was offended by these ads. It just seemed really mean to "dis" Santa....
- Arlene Sampson: That is terrible! Kohl's clothing is cheaply made and second rate at best! I have yet to happy with anything I have eve...
- Gary: People are always camping out to get the best deals anyway. I think it is a good thing that they open up....
