by Delaney Consulting | Mar 6, 2019 | book, Customer Service, Managing, Marketing, Merchandising, Operations, Pricing, Strategy
There are the 7 timeless principles of retail. True for e-commerce sites and brick and mortar. True for the company trying to align 18,000 workers in the stores or the manager trying to get Sally to show up for her shift on time…It doesn’t matter if you put the...
by Delaney Consulting | Jun 24, 2018 | Managing, Operations
In a competitive industry like ours, our people and staff are key to building sales and profitability. Any store that spends its time bringing new talent on board and initial training struggles to build strong relationships with customers or to become more efficient...
by Delaney Consulting | Jun 1, 2018 | Managing, Operations
I helped a friend with seminars to help folks find and land jobs. I have met a wide variety of people who are looking for work. Some are executives who need to sell the second Benz to make payments on the cabin. Others are passing up dental exams and fresh vegetables...
by Delaney Consulting | May 18, 2015 | Communication, Managing
Net Promoter Scores (see our earlier post: Net Promoter – the Most Common Retail Listening Tool) are just the beginning to really understand the Voice of the Customer. There is a wonderful quote that “the plural of anecdote is not data.” Too often retailers and other...
by Delaney Consulting | May 14, 2015 | Communication, Managing, Marketing, Operations
One of the most common retail tools for collecting customer feedback is a “net promoter score.” The concept of net promoter is simple. Customers are asked whether they would recommend the store (or service) to friends and family on a scale of 0-10 . A score of 9-10 is...
by Delaney Consulting | May 11, 2015 | Communication, Managing
For the store managers or associates who interact with customers all day long, the idea of having to listen to their customers seems redundant. After all, listening to customers is what they do for their entire shift. But actively engaging with customers and...
