Category Archives: Retail

  With companies like LL Bean getting rid of their unlimited returns policies, and fraudulent product returns costing retailers billions of dollars a year, today we look a real-world research study that shows how organizations can turn returns into a profitable and positive experience instead of just an upsetting drag on revenues. Tema Frank interviews…

Podcast (fr): Download (Duration: 35:01 — 48.5MB)

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Humans are notorious for saying one thing but doing another. Data security is a case in point. A year ago I would have agreed with this stat from CGI (and other similar studies), showing that cybersecurity would become a differentiator (i.e. that firms which have access to our personal data would promote that they really…

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, and my husband’s bike was too expensive to leave out for thieves overnight. We started…

Podcast (fr): Download (Duration: 23:30 — 32.3MB)

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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 one of the most successful car dealerships in the country, largely because he didn’t have…

Podcast (fr): Download (Duration: 29:15 — 40.2MB)

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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 sales, the traditional retail store model is not really in danger. When we see e-commerce…

Podcast (fr): Download (Duration: 27:00 — 37.1MB)

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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 there. Get your FREE Transcript Now! But with new developments in artificial intelligence (AI) and…

Podcast (fr): Download (Duration: 29:22 — 26.9MB)

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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 about today’s interviews. You get 2 in 1 podcast today! Carolyn Galvin, Principal Customer Experience…

Podcast (fr): Download (Duration: 26:32 — 36.5MB)

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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 chance you’ve had to deal with cranky, unreasonable, lying (or at least, exaggerating) customers. It…

Podcast (fr): Download (Duration: 33:06 — 19.9MB)

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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 picture and talked about it. Tesco developed a system where they display store shelves on…

Podcast (fr): Download (Duration: 25:30 — 35.0MB)

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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 FREE Transcript Now! You see, consumers were saying they wanted choice in cuts and quantities,…

Podcast: Download (Duration: 25:04 — 34.4MB)

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