An easy way to give good service

I was in Dunkin’ Donuts today (an icon in New England) and it’s a 100 degree day here (which it’s rare in New England). I went in to get a bottle of iced tea and the guy behind the counter asked me how hot it was outside. And then offered me a cup...

Research: what most customers want in retail

Here are highlights from new research about what customers most want from retail experiences. They came from “The 2006 Consumer Sentiment Index,” a study from AlixPartners. There are 5 basic retail attributes that customers most want: access, experience,...

Through the Eyes of a Customer

Ah the ever important message: see through the eyes of your customer, not your own eyes. This is very important because often we filter things based on our own preferences, viewpoint, biases, etc. Several times this week I’ve seen examples of a retail store...