Customer Responsibility and Experience

Posted on March 4, 2013 by David RichComments

Customer satisfaction has many components. Some are easy to manipulate, like setting up a customer-focused return policy. Others are more difficult. Employee behavior is one of those difficult items. Not because policy challenging to set, but because human behavior is dynamic and fluid. Even a star employee may have an off day.

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Topics: Customer Experience

Branding, Customer Experience and Auto Sales

Posted on February 28, 2013 by David RichComments

With all the talk about the impending budget showdown in Washington, vehicle sales have been steady and showing some positive signs. February new vehicle retail sales are up year over year, indicating a strengthening consumer demand and overall industry health. This is likely related to pent up consumer demand and an increasing emphasis put on innovation and brand perception by the major auto manufacturers.

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Topics: Customer Experience

5 Ways to Improve Customer Satisfaction

Posted on February 18, 2013 by David RichComments

As retail organizations adapt to a tough economy, customer satisfaction has emerged as a primary way to maintain a competitive edge. As customers become more satisfied the average revenue per sale and number of sales over time both increase. So the question is not just how to increase revenue, but how to increase customer satisfaction.

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Topics: Customer Satisfaction

Understanding Shopper Motivations and Marketing

Posted on February 4, 2013 by David RichComments

Marketing messaging tends to work best when it is closely matched to customer needs and wants. Emotional drivers that pull the shopper into the sale are often similar across your customer base.

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Topics: Customer Intercepts

The Impact of Company Culture on Satisfaction

Posted on January 30, 2013 by David RichComments

A friend relayed a story the other day and it seemed to have dramatic implications for companies. After hearing the situation, the link between corporate culture and customer satisfaction became quite apparent.

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Topics: Customer Experience

Customer Value and Retail Revenue

Posted on January 25, 2013 by David RichComments

What is your average customer worth? Such a simple question but so important when it comes to maximizing retail revenue.

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Topics: In-Store Marketing

Don't Stand For Slow Growth

Posted on January 18, 2013 by David RichComments

The retail sales figures came out and papers across the country are putting their desired spin on the story. The bottom line is that 2012 was not a great year. Retail sales growth was a mere 5.2% this year. Bumped up against 7.9% last year and 5.6 the year before that, and there is not much to be thrilled about.

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Topics: In-Store Marketing

The Relationship Between Prices and Customer Satisfaction

Posted on December 24, 2012 by David RichComments

It started in 2009…Pictures of gas pumps - and $80 tanks of gas - started popping up on Facebook. Fuel costs are not the only product that has seen price increase since the beginning of the recession, food and apparel are up too.

What impact does this have on customer satisfaction?

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Topics: Customer Satisfaction

Making the Most of the Holiday Shopping Season in a Sluggish Economy

Posted on December 18, 2012 by David RichComments

Black Friday sales were up year over year, but what does that mean for your business? Well, that depends…

The National Retail Federation reports that Black Friday sales were up 13% from 2011. This takes into account the four days from Thanksgiving all the way through Cyber Monday. On its face this is a good sign. But when we dig into the greater context, what does it mean for the economy in general? Or perhaps more importantly, what does it mean for your retail establishments?

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Topics: Customer Experience

Increasing Retail Business During the Holidays

Posted on December 6, 2012 by David RichComments

As we move full into the holiday shopping season, retailers should begin to reflect on what they did to prepare for the potential for increased business. There are all kinds of considerations…

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Topics: Customer Experience