From December 2013

Electrifying Retail

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Sales of electronics are expected to be up for the first time in 3 years, according to NPD Group, which provides market research analysis for the consumer and retail industries. But even though real wages and personal income is up, consumers remain cautious, and the fight to win shopper traffic and sales has intensified in a market that in recent years...

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People Skills – The Rest of the Story

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So we’ve got the “Processes” thing down. We’re working on and maybe even doing a good job with “Customer Experience”, “Customer Satisfaction”, and “Customers For Life”. We’re all done and can expect things to be good – right? Maybe not. Here’s the rest of...

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3 Tenets of Customer Exposure

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When I’m working with my teams (District Managers, Store Managers, Associates), I try to break the “working with customers” issue into three separate parts. For the sake of this article, we’ll call them the “3 Tenets of Customer Exposure”. A “tenet” is a creed, doctrine, or code of belief (according to...

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