Selling-beauty-products

Selling Beauty Products: The Customer Experience in Reverse

In the lucrative cosmetics business, it has been documented that many customers first go online to look for products and then travel to the store to find real experts.  Nancy Hastings, Vice President for Sales & Education for Tom Ford Beauty, said the company sells double the items per transaction at the beauty counter as it does online. Bee Shapiro (no relation) recently wrote an article in The New York Times, sub-titled, “with technology and star talent, brick and mortar stores offer perks to compete with online … [Read More...]

6-reasons-to-pay-frontline-associates-more

6 Reasons To Pay Your Frontline Associates More

Kip Tindell, CEO of The Container Store, a home-organization retailer, says frontline associates should be paid more. Although Container Store sales and stock recently took a hit, he has no plan to change his employee compensation philosophy or policy, according to a Wall Street Journal article by Rachel Fentzeig. I think Mr. Kip Tendell’s credo regarding his employees is sensible; in fact what he espouses just makes good common sense. One Person is Worth Three: Kip says that a foundational principal of The … [Read More...]

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About Richard

Richard R. Shapiro_10.26.11Richard R. Shapiro is the founder and President of The Center For Client Retention (TCFCR), which provides research, training and consulting services to Fortune 500 corporations on how to improve the customer experience. His first book is The Welcomer Edge: Unlocking the Secrets to Repeat Business. [Read More...]

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