Featured Stories

RetailerNOW App

Written by in Featured Stories, Technology
April 2013 The RetailerNOW App is here! It is amazingly fast, updates all by itself, loves to be touched, and promises to make you look technologically AWESOME. Available now in Google Play (smartphone and tablet devices), and coming soon to the App Store for iOS (iPhone and iPad). Read this quick tutorial so you can receive all the latest content, right at your fingertips! Created by our amazing... Read More

2013 ROY HW Home—The Experience Factor

Written by in Current News, Featured Stories, Retailer Stories
April 2013 “Please no lines before 9 a.m.” So states HW Home’s Annual Warehouse Sale invite—as it should. Starting 12 years ago, the HW Home Annual Warehouse Sale is the must-attend sale for anyone in the Denver Metro area seeking high-end products at unbelievably great rates. “The line forms at nine and by 10 a.m., 300 to 400 people are waiting for the doors to open,” says co-owner Ron Werner.... Read More

2013 ROY Coconis Furniture—Loving Life in the Trenches

Written by in Current News, Featured Stories, Retailer Stories
Randy Coconis, Coconis Furniture South Zanesville, OH
April 2013 Randy was abruptly put in the lead role of Coconis Furniture in 1981 when his dad became seriously ill. While succession wasn’t a new thing to the Coconis family, this sudden illness caught them off guard and threw Randy, then a salesperson, into a role he wasn’t prepared for. “I really didn’t know much about running a business,” he said. “I relied on my reps and other friends in the business... Read More

Handling the Upset Customer

Written by in Customer Experience, Featured Stories, Sales
upset_couple
April 2013 How do you handle an upset customer? It’s not an easy question to answer and one that may depend on extenuating circumstances. For the most part, always refer to Customer Service Rule No. 1, “The customer is always right,” and Customer Service Rule No. 2, “When the customer is wrong, refer to rule No. 1.” While you may not believe it was a bad experience, remember that perception is reality... Read More

The OMNI-Channel Retail Revolution: Changing the Customer Experience

Written by in Featured Stories
Omni-Channel
April 2013 Rapid developments in technology continue to provide the retail world with new challenges and potentially revolutionary opportunities. Our current multi-channel system grew from generations of single-channel retailing at a time when business either happened face-to-face in store encounters or through limited catalog shopping opportunities. Multi-channel retailing provides consumers with... Read More

Fresh Perspectives: Customer Experience—Where do you fit in their story?

Written by in Customer Experience, Featured Stories, Retailer Stories
mike-luna
April 2013 The idea of the customer experience is an ever-evolving creature. It flows in a direction that is constantly changing, and if we aren’t aware of where that is heading, we can rest assured we’ll be left behind. The Evolution In the not-so-distant past lies a time when retailers were the ones who held the control (for the most part) in the buying process. Retailers could regulate the content... Read More