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Archive — January, 2016

Satisfaction Guarantee

by DW Green — January 21, 2016

I have always believed in satisfaction guarantees. I believe companies are wise to stand behind the products and services they provide their customers. Personally, I have always been loyal to companies who take care of me and ...

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The Magic Words

by Adam Zack — April 15, 2015

Nothing mesmerizes like magic. Remember how certain phrases or words were the conductors for magic to really happen? “Open Sesame” (does anyone remember that? From Alibaba and the Forty Thieves? We used to change it to Open ...

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I Got a Name

by Adam Zack — March 27, 2015

Like the pine trees lining the winding road I got a name, I got a name– Jim Croce When I was in 8th grade I was on team that made the school yearbook. Our instructor, Mr. Bellamy, asked ...

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Addition By Subtraction

by DW Green — February 25, 2015

In the spirit of high school mathematics and National Pi day lets look at another mathematical concept, the “addition by subtraction” theory! Can a successful retail brand appeal to everybody? Nope. No one brand can possibly have ...

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Involve Employees

by DW Green — August 11, 2010

Employee focus groups are one of the best ways to foster a sense of ownership and generate marketing ideas, as well as to reduce employee theft and turnover. Focus groups give employees at all levels an opportunity ...

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Be a Wordsmith

by DW Green — July 21, 2010

“The difference between the right word and the almost right word is the difference between lightning and a lightning bug.” Mark Twain How management refers to personnel and store activities can bolster a store’s commitment to its ...

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Leadership

by DW Green — May 10, 2010

Leadership can be thought of as a capacity to define oneself to others in a way that clarifies and expands a vision of the future. Skilled leaders accomplish great things and inspire others to grow in responsibility 
and skills. The quotes listed below emphasize the importance of perseverance, service,
 and reliability. Leaders give their best in whatever job they're doing. Any of us
 can take on leadership roles and qualities just by doing our jobs in a dependable
 way and encouraging others to share in and help us in attaining a worthwhile vision.

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Service Companies Sell A Promise

by DW Green — March 1, 2010

Offering exceptional customer service is indeed a powerful way to differentiate your store in the marketplace. How do you distinguish yourself as a leader in service excellence? Most retail businesses in America believe they offer good customer service, but in reality the opposite is probably more accurate. Why? With the daily demands of performing repetitive tasks in a highly productive environment, employees are often oblivious to customers and their needs. Customer service is typically given lip service by managers, who view training and developing employees to provide an exceptional customer experience as a low priority in a cost-controlling, low-margin industry. Ironically, it is just such an investment in employee training and development that can increase sales exponentially. While operational efficiencies are essential to superior corporate performance, they should not hinder the company's ability to gain a customer service advantage.

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Customer Service The Last Great Frontier

by DW Green — January 11, 2010

With Wal Marts, COSTCO, Trader Joes and Limited Assortment formats, the tougher the price competition in a market, the more important quality of service is to sustainable success. Why? Because without differentiated quality, without a superior total experience to offer customers, a company has few, if any, non-pricing options when key competitors cut their prices.

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Guarantee and Well-being

by DW Green — January 5, 2010

I'm an ardent proponent of product and service guarantees. A guarantee is a promise or assurance that a company will stand behind the quality of products it sells or services it performs. Guarantees build trust and loyalty with consumers. In a sense, a guarantee is a company's commitment to the well-being of its customers. Wow, what an intriguing approach to serving the customer. Imagine a conscious intention by company leaders to enhance the well-being* of a customer. Is that possible?

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