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Make Price Irrelevant: Customer journey mapping creates brand-defining...

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"Helper's High": Altruism Serves an Important Function in Business

Helping others is a key driver of employee satisfaction and best-in-class customer experience

John DiJulius
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The Gen Z Stare: Why customer service feels colder than ever

It is the burden of companies and the training they provide to develop soft skills constantly

John DiJulius
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Signs of the Times: Keep Your Customer Communications Friendly

Be friendly to your customers in every way you communicate

John DiJulius
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"Divine Discontent" Questions and Challenges can be Good for Business

Employees who complain are an opportunity for growth, reflection, and improvement

John DiJulius
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Love, Loyalty, and Profitability: Customer experience is key over the long haul

Customer experience leaders consistently outperform competitors and the stock market

John DiJulius
5,954 Reads 6 Shares

"All Title and No Training" Don't let "Accidental Managers" Damage Morale

Development programs can help train future leaders

John DiJulius
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Avoid "Hire's Remorse": Impress new employees the moment they get hired

Companies shouldn't miss the opportunity to capitalize on a new hire's initial excitement

John DiJulius
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Make Convenience Irrelevant: "Location, location, location" takes a back seat

The right location isn't as important as the experience your brand consistently delivers

John DiJulius
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Focus Your Training: Discover new employees' service aptitude

By testing service aptitude, you can boost your employees' ability to serve customers.

John DiJulius
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Retail Traffic Reports: Interpreting the Indicator Data with a Grain Of Salt

Retail traffic is an important indicator of shopper behavior and a bellwether for retail sales results. If more people are visiting stores, there are more opportunities for retailers to convert shoppers into sales.

Mark Ryski
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Store Analytics: Franchise Networks Should Act More Like Chains

The benefits of tracking traffic and measuring conversion rates in retail stores have long been established and are now widely considered fundamental in retailing.