Are Car Dealers Next To Be Disrupted by Amazon?

We love to go bike riding, but sometimes you need a car big enough to get your bikes to the start of the ride.

The last time I bought a car we had a very specific requirement. The vehicle had to be big enough that we could fit two bicycles inside. We’d destroyed too many bikes by forgetting they were on the rooftop carrier, …Continue Reading →

Get a Pedicure While Your Car is Being Serviced? How One Lexus Dealership Grows Through Over-The Top Customer Service

Bruce Kirkland, of Lexus of Edmonton West, demos the massage chair guests can enjoy while their car is being serviced.

Fresh Thinking at This Lexus Dealership Leads to Growth & Incredible Customer Loyalty Bruce Kirkland had no background in the auto industry when he was talked into setting up a Lexus dealership. Thirteen years later, Lexus of Edmonton West is …Continue Reading →

If You Run a Retail Store, You’d Better Listen to This. Life As You’ve Known It Is Over.

Why Should Anyone Come to Your Retail Store? (This is Part 2 of my interview with Retail Prophet, Doug Stephens. Listen to Part 1 here.) It’s tempting to believe that because e-commerce still only represents a small fraction of retail …Continue Reading →

The Advertising Industry is Doomed, says Retail Expert Doug Stephens

The advertising industry is going under, says retail guru Doug Stephens

The Advertising Industry Won’t Be Useful Anymore In his provocative new book, Reengineering Retail, expert Doug Stephens argues that the whole point of advertising was to drive people to stores and then help them remember specific brands once they got …Continue Reading →

How to Get Your Team Ready to Rev Up Customer Experience

What a great view to end a day of cycling in the mountains of Corsica!

Two Takes on Staff & Customer Experience Improvement There’s nothing like a real holiday, disconnected from the Internet, to get you revved up and refreshed. I’ll tell you more about mine at the end, but first let me tell you …Continue Reading →

Customer’s AREN’T Always Right, Dammit! So What Can A Seller Do?

Angry Customer? Or Angry Seller? Customer's aren't always right. So how do you deal with that in our social media era?

This is a replay of one of our most popular episodes, first aired in April of 2016. If you missed it, have a listen; lots of good stuff in here! If you’ve ever worked in customer service, there’s a good …Continue Reading →

Can Retailers Survive in the Age of Amazon?

Vinod Bidarkoppa, Retail Innovator

Retail Survival = Seamless Experiences One of my favorite omnichannel retail stories is from Tesco in Korea. So when I spoke about changes in the retail world at the Seamless Africa conference a few weeks ago, I put up this …Continue Reading →

What Customers Say & What They Do Can Be Very Different

What motivates meat buyers? Market research showed surprising results!

AKA, The Meat Lovers Marketing Research Episode When Barry Davis, AVP of marketing research firm, Leger, started chewing on what consumers had told his firm motivated their decisions when buying meat, he found the results tough to swallow. Get your …Continue Reading →

Why Winning Companies Create Simple But Unique Value

Customer Experience Guru, Chip Bell, talks about adding unique value instead of added value.

  In today’s podcast interview, multiple best-selling author, Chip Bell, discusses his new book, Kaleidoscope: Delivering Innovative Service That Sparkles, and the importance of going beyond good customer service to — not great service, but unique value service. In other words, you don’t …Continue Reading →