Recent Customer Experience Blog Posts

Is it Worth Paying Experienced Retail Associates Higher Salaries?

Is it Worth Paying Experienced Retail Associates Higher Salaries?

In a recent article in The Washington Post,  Minimum Wages are Rising, Pay for Experienced Retail Workers is Not, the authors write,“Retailers have made headlines for raising their minimum hourly wages in quick succession — CVS to $11, Costco to $13, Target to $15 by 2020 — while 29 states and the District now require …Continue Reading

Ten Tips for Effective Networking

Filed in Blog by on August 8, 2018 0 Comments
Ten Tips for Effective Networking

According to Webster’s dictionary, networking is “the cultivation of a productive relationships for employment or business.” The key word is relationship. Unfortunately, the majority of people in the business community don’t seem to understand that important part of the definition.  I thought it would be helpful to outline ten tips to help initiate relationships that …Continue Reading

Talking About Repeat Business is Worth Repeating

Talking About Repeat Business is Worth Repeating

It’s rare that retailers ever talk about or report statistics on repeat customers. Stats are publicized on store over store results, year-by-year. But, that’s it. If you google repeat business, a Bain & Co. study from 2000 pops-up. Yes, the most recent study appears to be 18 years old. That study found that increasing customer …Continue Reading

Retailers are Focusing on The Wrong Experience

Retailers are Focusing on The Wrong Experience

Retailers can learn important lessons from studying kiranas, mom-and-pop stores in India. In our present day quest to design the most efficient and enticing shopping experience, complete with the latest technology, retailers miss what is really essential.  Kiranas are small spaces, packed to the brim with merchandise.  Catering to a neighborhood population, the kirana offers …Continue Reading

Self-Service Brick & Mortar Stores Leave Your Brand Vulnerable to the Competition

Self-Service Brick & Mortar Stores Leave Your Brand Vulnerable to the Competition

Self-service brick & mortar stores don’t make sense. Removing the human component from the transaction results in just an exchange of goods and services for money, devoid of any connection. Customers want a human touch, even if they don’t know it.  Once it happens, the customer looks forward to a repeat performance. The associates make …Continue Reading