5 Customer Service Excellence Principles That Can Transform Your Business

While most companies advertise to generate new leads, they often forget that it costs approximately eight times as much to acquire a new customer as it does to keep an existing one. In retail, where competition is fierce and customer loyalty is fragile, the businesses that thrive are not necessarily those with the best products. […]

Why Most Retailers Are Training Their Teams for a Customer That No Longer Exists

The retail customer of a decade ago was patient. They would wait on hold, accept a slow refund process, and return to a store that had let them down simply because switching took effort. That customer has largely disappeared. In their place stands a consumer who has been conditioned by the best service experiences in […]

The Secret Separating Good Companies From Great Ones

Walk into the training department of any retail store today and you will hear the same pledge repeated with near-absolute conviction: “We put the customer first.” It is printed on mission statements, stitched into onboarding decks, and recited at all-hands meetings. Yet the data tells a different story. According to a recent report, 88% of […]