Tag Archives: customer loyalty

To Sell More, Focus on Existing Customers

Posted on July 6, 2012 by bermanevansretail

As Rick Reynolds says on the Harvard Business Review blog: “Strengthening your relationship with your existing customer base is one of the best ways to increase sales. Your company’s account management and operating teams play critical roles in making this … Continue reading →

Posted in Part 3: Targeting Customers and Gathering Information, Part 8: Putting It All Together | Tagged , , | Leave a comment

Motivating Zappos’ Employees and Optimizing Customer Service

Posted on June 28, 2012 by bermanevansretail

Zappos’ CEO Tony Hsieh says Zappos is a service retailer that happens to sell shoes — and builds the firm’s culture around a group of individuals encouraged and empowered to “wow” customers. While most companies discourage employees from spending more … Continue reading →

Posted in Part 5: Managing a Retail Business, Retail Executive Interviews, Video Clips (non-career) | Tagged , , , , | 1 Comment

Using Customers to Help Sell Travel

Posted on June 24, 2012 by bermanevansretail

Social media and customer/friend endorsements are becoming much more important in the travel industry as a way to stimulate business. The endorsements often come in the form of travel diaries. Jane L. Levere reports in the  New York Times that “campaigns … Continue reading →

Posted in Online Retailing, Part 7: Communicating with the Customer, Social Media and Retailing | Tagged , , , | Leave a comment