I wrote this post before most places were shutting down for the coronavirus, but I believe that once the social restrictions are lifted, the difference between those companies that bounce back and those that don't will be in part linked to those that understand Anti-Customer Service. Photo by Icons8 Team on Unsplash This is 2020 and every retail … Continue reading Don’t Practice Anti-Customer Service
Photo by Patrick Tomasso on Unsplash We've all heard the adage, "The customer is always right," and if you've worked in customer service you know this is fundamentally false. The customer is often wrong. They try returning an item two weeks past the last day of returns. Try to return something you don't even sell. Tell you the … Continue reading Is the customer always right?
The title of this blog is one of the lessons I learned from Jim Collins. I can't remember right now which book it is from, but it has always stuck with me. I'm responsible for helping our company change before it had to. I started with my mentor Mieka on redesigning our stores and after … Continue reading Change before you have to
How Macy's Is Winning The Retail Battle (Hint: It Knows Which Cities Need Size 11 Women's Shoes) - ForbesA great article on how Macy's is winning the retail battle. It's a really simple business ideal: focus on the customer and what they want and need. However, most large businesses try to please a monolithic "average" … Continue reading How Macy’s Is Winning The Retail Battle (Hint: It Knows Which Cities Need Size 11 Women’s Shoes) – Forbes
Joe Robles 