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What happens when the customer is really, really wrong?


by ckatarsky

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.

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Tough conversations: Dealing with upset employees, customers


by ckatarsky

Working 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.

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Man goes berserk in store that sold ‘bath salts’


by ckatarsky

Not liking what a store keeps in its inventory is frustrating, but it doesn’t make it OK to take a bat to the fixtures.

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Motivating for the long run: 5 keys that work


by ckatarsky

The dog days can make employees less motivated and customers harder to please.

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Reputation matters: How retailers earn top marks for satisfaction


by ckatarsky

There’s no one thing customers need to give your company high ratings for satisfaction. What they’re really look for

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Ideas you can steal from social media masters of retail


by ckatarsky

A new survey has named retailers that trounce their competition when it comes to making the most of social media.

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Bad retailer! Shopper and guide dog kicked out of Ann Taylor


by ckatarsky

A visually impaired woman and her guide dog were told to leave a Salt Lake City store. And now the complaints are rolling in.

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Your mission: Leave customers delighted


by ckatarsky

To stay competitive in a tough economic environment, 82% of retail execs said they were focusing on this hard-to-deliver goal for 2012.

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Social media communication: Keeping it real


by Renee Cocchi

What do consumers want from retailers via social media besides product updates?

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Haters chime in on Facebook


by Renee Cocchi

Have you heard about the new app that allows Facebook users to identify things as “enemies?” 

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Smartphone shoppers will jump ship for a deal!


by Renee Cocchi

Guess what percentage of smartphone-toting consumers would switch brands if they were offered a mobile, real-time discount while shopping?

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Amex/Twitter deal experiences big success!


by Renee Cocchi

 

It seems American Express is giving its cardholders exactly what they want! Want to know what that is?

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Guess what shoppers want from you now?


by Renee Cocchi

Consumers want environmentally friendly packaging, however, they need your help!

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Guess who’s abandoning shopping carts in stores?


by Renee Cocchi

Everyone knows shopping cart abandonment is a problem for e-commerce retailers. But it’s also a problem for brick-and-mortar retailers, and guess who’s the biggest culprit?

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Pinterest: The next big thing in social networking for retailers?


by Renee Cocchi

If you haven’t jumped onto the Pinterest bandwagon yet, now may be the perfect time. Why?

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Who scored ‘Gold’ for sales & customer service?


by Renee Cocchi

Everyone in retail knows how important excellent customer service is for a business to thrive. And for six years now, companies have been competing internationally to see who is the best in sales, customer service and contact centers. The Stevie Awards this year go to:

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Will consumers spend or save their tax returns?


by Renee Cocchi

The National Retail Federation (NRF) just released the results of its Tax Returns Consumer Survey conducted by BIGinsight and here’s what it found:

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Which retailer tops Consumer Report’s survey?


by Renee Cocchi

Guess which retailer got the highest marks in Consumer Report’s survey of the nation’s 10 major retail chain stores?

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What influences women’s shopping?


by Renee Cocchi

In a great number of households, women do most of the shopping. So what can you do to grab their attention?

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Retailers with highest mobile satisfaction scores


by Renee Cocchi

 

 

It just makes sense that satisfied mobile shoppers are far more likely to make purchases and remain loyal than dissatisfied shoppers. So which retailers kept their mobile shoppers the happiest?

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