Customer Service

Slightly Used: The Newest Competitor

Slightly Used: The Newest Competitor

Whenever I speak to a group of business executives my opening words are that competition has never been greater and the need to implement a proactive repeat business strategy is paramount.  I now have to add one more competitor to the list: slightly used. Companies are struggling.  Products are turned into commodities almost the minute […]

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The Devil Wears Amazon

The Devil Wears Amazon

Michael C. Fina, a bridal registry to the wealthy and privileged for more than eighty years has decided to join Amazon rather than fighting them, according to an April 5th New York Times article.  The store for generations has provided silver and beautiful gifts for events such as John F. Kennedy’s inauguration and has had […]

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When Being Nice is a Strategic Initiative

When Being Nice is a Strategic Initiative

Europe’s largest budget airline, Ryanair, has a new strategy; being nice to customers. According to their CEO, Michael O’Leary, “if I had known that being nicer to our customers was good for business, I would have done it years ago”. When I read the article in The Wall Street Journal on March 14, 2016, my […]

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10 Reasons Why Retailers Are Struggling

10 Reasons Why Retailers Are Struggling

Retailers are struggling to make a profit.  News articles in the last few months have highlighted stories about Macy’s, Bed Bath & Beyond and the Gap and the difficulties those individual stores are experiencing.  Even at Nordstrom, where customer service is king, has soft sales and their stock is down 42 percent from a year […]

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The Shortest Way to Customer Success is Often Overlooked

The Shortest Way to Customer Success is Often Overlooked

Today we are excited to share a guest post with you by Sofia Sapojnikova of HappyOrNot. The best time to get customers full attention is at a point of service. Whether online or in the store, the task of a seller is to ensure that the buyer is having the ultimate customer experience purchasing your […]

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