customer service

November 19, 2010

The Shortest Ever Guide To Success In Specialty Retail

By Doug Stephens Chapter 1 Here’s the way it is… Any specialty retail business that stands on selection, price or convenience as its point of competitive […]
October 26, 2010

Why Apple Will Dominate Location Based Marketing

At this point any headline touting Apple dominance is almost a declaration of the obvious but when it comes to location based marketing, the reasons for […]
September 13, 2010

Who Needs Retail Anyway?

By Doug Stephens If we’ve learned anything from the advent of online social networks, it’s that ordinary people can be quickly organized around a common idea, […]
July 13, 2010

Generosity

By Doug Stephens Generosity: noun~ Willingness to give or share; unselfishness All successful relationships are underpinned by generosity. The willingness to give or share without expectation […]
June 29, 2010

An Inconvenient Truth About Bad Customer Service

By Doug Stephens The effects of bad customer service may take years to prove fatal but the eventual outcome is almost always corporate extinction.  Despite this, […]
December 16, 2009

How Consumers Killed Customer Service

By Doug Stephens A recent Brandweek article titled “Retail Customer Service Stinks” reported that the service received by shoppers in over 1000 retail interactions in the study rated 48.2 […]