Customer Service

Many E-Commerce Sites Are Stupid

Many E-Commerce Sites Are Stupid

E-commerce sites don’t make sense. In many cases they look like every other site, cluttered and not easy to search for the Contact Us number. If a telephone number can be located, it is usually buried in a maze of other categories or only available through the company’s search engine. Even when you find a telephone …Continue Reading

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

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

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

Invite a Human To Sit at the Table

Invite a Human To Sit at the Table

Every time I go to a trade show, I get a bad feeling. There are a thousand booths and each one is exhibiting “the most innovative technology” focusing on improving the customer experience.   Early on, Jeff Bezos, Amazon’s CEO and founder, brought an empty chair into his meetings so leadership teams were forced to think …Continue Reading