A Store Opening Check-off List The following is a short list of many of the elements that should be considered in the opening of any new retail store. We’ve probably left some items out, so please e-mail us with suggestions we can pass along to our other retail customers. Research The decision to open a retail store is explored….
Customer Service and Empowerment by Dianne Miethner, Senior Consultant, DMSRetail I have recently been subjected to three of the most unbelievably bad customer service experiences of my life. In all three situations, large well known companies were involved. One is a prominent, on-line travel provider; one is a monopoly in the telephone service industry and the other is a…
Customer Service Fanatics By Dianne Miethner, Senior Consultant, DMSRetail Be a Customer Service Fanatic and be proud of it! If more retail managers were Customer Service Fanatics we would see a much different picture in the service industry. All customers, not just a fortunate few, would be properly treated as they part with their hard-earned and over-taxed dollars. Isn’t…
Motivation and KPI’s: As any retail professional knows, KPI’s (Key Performance Indicators) provide valuable information about the retail operation as a whole, and about individual business units – stores, for instance. Often, store performance is quickly evaluated on the basis of a few select KPI’s. Those are usually the KPI’s that store management can have a direct and immediate…
When Retail Performance Management Is Missing: This story ends with the police handcuffing and removing a part time sales associate from the store. We decided to tell this true story to illustrate just how horribly things can go wrong when you’re not really on top of… Performance Management In the very early years of her career, Jane (not her…
Customer Retention: Harvard Business Review reveals that a five percent increase in customer retention translates to anywhere between a 25 and 95 percent increase in profits Retained customers (loyal customers) are more profitable – they have a higher lifetime value Customers you have retained successfully over the years: • Visit your website more • Visit your store more •…
Introduction Performance reviews are valuable opportunities for…
RFID in Retail Radio-Frequency Identification (RFID) is…