BrainTrust Query: What to Do With the Boss From Hell?
Any manager can fall into any one of a number of traps. But when they become a habit, or too many happen at once, there's a negative impact the staff and ultima...
Retail Customer Experience: An Amazing Customer Experience From TSA?
Last month, Doug Fleener was in line for security at Logan Airport. The line not only went quickly, but you could hear laughter. The lone TSA agent was fast, en...
BrainTrust Query: The Participative Leader
Some of the best leaders go far beyond managing people. They're active participants in the success of their staff and their business. What defines 'true leaders...
BrainTrust Query: Successful Time Off
We all need time away from work to clear our minds, recharge our batteries and dedicate precious time to our families and friends. That's easier said than done ...
BrainTrust Query: When A Customer Freaks Out
While waiting for a flight, BrainTrust panelist Doug Fleener watched a very stressed passenger freak out on an airline representative. The passenger's behavior ...
BrainTrust Query: Building ‘Braggable’ Stores
Excessive self-importance is a turnoff, but there is no better advertisement, or more effective recruiting method, than a bragging customer and/or employee. Wha...
BrainTrust Query: Updating the Referral Bonus
We all know that finding and retaining great people is a vital element for any experience-based store or company. Most retailers have some type of current emplo...
BrainTrust Query: Creating Success During the Holiday Lull
The next couple of weeks can be approached in two different ways: wait for success or create it. The slower periods offer incredible opportunities; in fact, the...
BrainTrust Query: Companies Party with a Purpose
Recently, one of Dynamic Experiences Group's clients announced to their employees that the traditional holiday party would be replaced by an event that will ena...
BrainTrust Query: Identifying and Leveraging VIPs
Of course all customers are important to the success of a retail business, but the top customers are even more important. Let's call them VIPs. To what degree s...
BrainTrust Query: Dramatically Improve Your Interviewing Process
Interviewing and candidate selection is just too important to not do extremely well. A great hire can have an almost immediate positive impact on the store, and...
BrainTrust Query: Heritage vs. Innovations vs. Relevance
Heritage vs. innovations vs. relevance. This is something that almost all retailers will face at one time or another. This is true whether the heritage comes fr...
BrainTrust Query: Favoritism
We all have employees who make our life a little easier. They take on tasks without being asked and can always be counted on to get things done. Having favorite...
BrainTrust Query: Moments of Connectivity
In customer experience management we often talk about moments of truth to define those times in which there is significant opportunity for good or bad impressio...
BrainTrust Query: Tempted to Text
During a recent shopping expedition, BrainTrust Panelist Doug Fleener couldn't help but notice the number of store employees using cellphones while on the floor...
BrainTrust Query: Dealing with Unhappy Holiday Customers
During the days surrounding Christmas, almost all of a store's customers will be delightful to work with. But, inevitably, one or two will be stressed out, unha...
BrainTrust Query: Crafting an Extraordinary Customer Experience
Even though competition and technology have radically changed retail, the essence of what makes a great customer experience in a specialty store remains the sam...
BrainTrust Query: Start a Customer Service War
Walmart, Target, and Amazon.com have spent the last few weeks locked in an ever-escalating price war. Forget price wars: BrainTrust panelist Doug Fleener wants ...
BrainTrust Query: After ‘I’ll Take It.’
The successful associate knows there are still plenty of opportunities to both enhance the customer's shopping experience and maximize the sale. What are some w...