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Category: Retail

Is Quality Guaranteed?

May 31, 2017 J. Jeff Kober 77 Comments

In a “carnival-style” retail shop at Disney California Adventure, I found this humorous play on the oft repeated phrase, “Quality…

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Posted in: Customer Service, Retail Filed under: L. L. Bean, Promise, quality, Retail

Harley Davidson: Six Shift Points of Great Customer Service in Retail

May 22, 2017 J. Jeff Kober 203 Comments

Motorcycle engines have all sorts of sophisticated terms and parts. One of them is something called a shift point. A…

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Posted in: Customer Service, Retail Filed under: Customer Service, Harley Davidson, Retail

Zappos: Would You Hire This Employee?

May 15, 2017 J. Jeff Kober 93 Comments

On one occasion when we hosted an executive session for the Society for Human Resource & Management (SHRM), we took…

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Posted in: Customer Service, Retail Filed under: Retail, Selection, Zappos

Brick Ownership

April 19, 2017 J. Jeff Kober 28 Comments

Recently I was asked to do a program on the future of Customer Service. One of the key concepts I…

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Posted in: Customer Service, Retail Filed under: Brick Ownership, Customer Involvement, Lego, Retail

Has Your Brand & Culture Gone Down the Toilet?

May 31, 2016 J. Jeff Kober 15 Comments

We tell our clients there is a key place where you can learn quickly so much about your brand and…

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Posted in: Leadership, Retail Filed under: Bob Evans, Brand, Culture, Disney, M&M Store, Postal Connection, quality, Restrooms, Retail

How to Host Stand Up Meetings

February 18, 2016 J. Jeff Kober 1 Comment

In the previous post, we spoke about the idea that stand up meetings are needed to keep front and centered…

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Posted in: Employee Engagement, Leadership, Retail Filed under: Employee Engagement, Retail, Stand Up Meetings
Being Present

Being Present To Win

February 2, 2015 J. Jeff Kober 80 Comments

The other day I noticed the watch of a client: I asked what the watch meant to him. He said…

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Posted in: Employee Engagement, Retail Filed under: Apple, Being Present, Retail

Wowing at Wawa

July 26, 2012 J. Jeff Kober 83 Comments

As my wife and I were driving to SeaWorld one Saturday evening we drove by the newly opened Wawa service…

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Posted in: Employee Engagement, Leadership, Retail Filed under: Retail, Wawa

Nordstrom: The Shoe Fits When It Comes To Great Service

July 19, 2012 J. Jeff Kober 11 Comments

Many people know Nordstrom as being one of the best customer-savvy deliverers in the country. And many of those same…

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Posted in: Employee Engagement, Leadership, Retail Filed under: Benchmark, Customer Service, Nordstrom, Retail

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