The Human Touch vs. Self-Checkout

The Human Touch vs. Self-Checkout

Walmart is replacing their self-service checkout this holiday season.  Instead, they are employing people to provide a personal touch and customer service at the point of purchase. I’m happy to hear that at least one retailer recognizes that self-service and reducing costs are not synonymous. Shelly Banjo, a Wall Street Journal reporter, wrote an article about Walmart execs trying to stave off further quarterly declines.  The executives have been quoted that it is well known people are frustrated waiting in long lines … [Read More...]

Surprise Customers in Good Ways

Surprise Customers in Good Ways

Too many companies take their customers for granted.  Appreciation is rarely conveyed.  My credo is that it’s vital to continually show customers they matter and surprising them in good ways after the sale helps to build upon the initial relationship and create repeat business. Lands’ End, the primarily catalog mail order and online business is known for conservative, sturdy clothing and has built a solid reputation for both quality merchandise and excellent customer service for over fifty years.  The company … [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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