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Six simple questions about your website
photo credit: milos milosevic I received these questions in an email from Tony Robbins last year. The premise was to ask if you could answer these questions without doing a bunch of research, much...
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Help them help you
During a recent road trip, I encountered this sign in a rest room entryway at an Oklahoma Turnpike rest stop. Below the sign was a standard wall light switch. While I didn’t test it and hang around to...
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The most expensive refund
photo credit: Julia Manzerova During my recent trip to Tulsa, I stopped into a chain drug store (similar to Walgreens) next door to the hotel. When I got to the register, a mom with two young kids was...
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WalMart: “We don’t care”
photo credit: wachovia_138 Listening to WalMart’s VP of Information Technology and their lead e-commerce exec talk on Fortune Brainstorm Tech this morning, they said “We don’t care whether or not you...
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Are you being showroomed?
photo credit: DaveLawler If you have a retail store, you’ve almost certainly had people showrooming in your store. If you haven’t heard the term,”showrooming” can be summarized as “shopping at local...
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The big showrooming lie: “It’s all about price.”
photo credit: Bert Kaufmann Last time, we talked about how showrooming is impacting the retailer, briefly discussed what causes it and covered how a home store’s effective website selling experience...
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Forgotten: What happens after they showroom?
photo credit: Polycart The last time we talked about showrooming, I referred to a Harris Poll that exposed a conflicting behavior among shoppers. The behavior? “Most” people (70%) say they showroom...
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Showrooming and the sales prevention department
photo credit: mattbuchanan Last time, we discussed the often forgotten reason for showrooming that happens after price shopping: convenience and time/fuel savings. Remember Kübler-Ross’ five stages...
View ArticleDoing ahead, not just thinking ahead
Quite often, I talk with business owners about thinking ahead. Something that happened yesterday tells me that I need to change my terminology to “Doing ahead.” Why the change? Primarily, I’m...
View ArticleEarning Return Business, Part Four: Confidence
In our last three conversations about earning return business, we tap danced around something that is at the core of getting people to repeatedly come back to your business without a second thought of...
View ArticleYour systems should focus on your clients
Do your systems serve your internal customers or all of them? By internal customers, I mean your accounting department, the staff on the shipping dock, customer service representatives, sales people...
View ArticleI love companies with slow computers
How much money do you waste by making your staff wait for computers? For slow networks? For slow internet? For slow computers? How hard do you make it for them to get their work done? How many times...
View ArticleAnd after Small Business Saturday?
Besides being a particularly busy Christmas shopping day, this coming Saturday is “Small Business Saturday”. Once a year, American Express (organizer of Small Business Saturday) encourages shoppers to...
View ArticleMerchandising means “Don’t forget the ice”
If you have a retail storefront, do you have a solid idea what business you lose to big online retailers vs. the business you can depend on? What sales do you lose to big box retail? Perhaps the bigger...
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Bounce rate too high? Set the stage
What are you doing to keep your website’s bounce rate down? Bounce rate is the percentage of visitors that visit your site and leave without looking at another page, or taking any action (opt-ins,...
View ArticleThe town with no public parking
Recently I traveled to visit a family member. Their town is practically devoid of parking in the retail and business sections of town. Weirdest thing ever. I haven’t seen anything quite like this in...
View ArticleWhy so many privacy policy updates? Part 2 of 2
This week, we’ll continue discussing why you’ve received so many privacy policy updates lately. Over the last decade, the trifecta of poor security controls, poor user-behavior controls (ie: can you...
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The butterfly effect of a shutdown
This past weekend, my wife & I shared a cold one at a local brewery while discussing the shutdown. Pundits and others wave off the shutdown’s impact as “a small percentage of the Federal...
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