Let us nail down the incontestable truths first; or at least those facts about customer service that I hold as true: Customer service is easy to understand. Customer service is hard to implement. Customer service is hardest to copy. Customer service...

This technology by Microsoft has interesting implications for retail, don’t you think? Not sure how far it extends beyon the example shown – but once it starts working for things like fashion garments (i.e not only tech products) then it will be a game...

Google played their ad ‘Parisian Love’ on Superbopwl 2010. There many things that I don’t like about the ad; but my gripe is: Google makes its money from ads – and not once do they show how this particular search experience uses the ads. If I was...

Anyone who has ever run a business will tell you that it is the hardest thing: how do I get my people to be consistent. They really mean: how do I get my people to be more like me – to care as much as I do and to use their brains like I do. If you...

zappos-lessons-building-a-customerfocused-culture-1202364344232915-2 Yes, I know I am late to this. Actually – not late, just belated. I wanted to add this sideshare presentation as a ‘for the record’ presentation here on RetailSmart. Enjoy. Live &...