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Common Sense: How Taste, Touch and Smell can Save Brick and Mortar Retail
In September, Toys R Us filed for bankruptcy protection in the US. The firm, which was once the dominant player in the US toy market, has found it tough to compete with larger rivals such as Walmart...
View ArticleThe Rise of Bargain Days: Keeping Up with Customer Demand
Bargain days are growing increasingly popular since the rise of Black Friday and Cyber Monday. Amazon Prime Day is another that has recently joined the ranks, and its huge success in 2017 has...
View ArticlePlay a Peak Blinder: Preparing Retail for Seasonal Demand
Planning for peak periods can often be a stressful time for retailers; teams across the business will be rallying around in a bid to prepare for what are often seen as the busiest times of the year, of...
View ArticleTime to Get to Grips With Return Management
When a £25 pair of jeans costs £14 to ship and return, as well as the process of getting items back into inventory potentially taking up to ten weeks, clearly retailers have got a problem. And yet...
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Angry Customers can be Good for Business? Here’s How…
Frustrated customers are the worst nightmare for any salesperson. When people are dissatisfied and angry, their choice of vocabulary can often be very offensive. Trying to help a person who’s throwing...
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Hales’ Heroes & Villains
Awards International Chairman Don Hales returns for more biting observations on Customer Experience. In the Don’s sights this week are one of the UK’s handiest stores for home improvement, and a Greek...
View ArticleEmployee Engagement to Employee Experience: Applying Existing Knowledge
Employee Experience is a relatively new area which has gained significant momentum in the last couple of years, culminating in a wide range of information being available on the subject. It has...
View ArticleGiving it Your Best Shot: Aiming for Success
“The only person you are destined to become is the person you decide to be.” —Ralph Waldo Emerson I have trained trainers and employees all over the world and have taught them to believe in themselves...
View ArticleEmpathic CX: Making It Work
Empathetic interactions are all about seizing the countless invisible opportunities to surprise and delight customers by giving them information, engagements ,and experiences they will value at precise...
View ArticlePeer Motivated Shoppers: The Key to Building Loyalty
Today’s consumers are increasingly complex; motivated by a number of different and often competing drivers. They move seamlessly between instore and online, and their purchasing decisions can often be...
View ArticleWriting a ‘Knock Your Socks Off’ Service Culture Plan
One of the major weaknesses of most organisations is the top management’s lack of a service strategy. They fail to realise the strategic opportunity of how to use superior service as a vehicle to build...
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Hales’ Heroes & Villains
Awards International Chairman Don Hales returns for more biting observations on Customer Experience. In the Don’s sights this week is a heroic cabbie, and a sceptical train ticket inspector. To...
View ArticleEmployee Feedback: Are you Listening Carefully?
Feedback tools are part of a growing industry within the HR technology world that is enabling the possibility of real-time feedback. Gone are the days of the annual engagement survey which often took...
View ArticleHabits of Highly Successful People
To reach success, we have to strive for the best we can be in every aspect of our lives, including how we feel about ourselves, and how we treat others. One of the great things about America is that...
View ArticleEmployee Experience and Awards: A Winning Combination
Employer branding and employee value proposition are familiar terminologies in our business environments, so do we really need Employee Experience to add to the mix? Often new terms can just seem like...
View ArticleFear of Failure
“One of the greatest discoveries a man makes, one of his great surprises, is to find he can do what he was afraid he couldn’t do.” —Henry Ford Are you afraid to fail? If so, your fear of failure is...
View ArticleEmployee Advocacy: More Valuable Than Retention
HR directors often cite retention as one of their top priorities, and according to Personnel Today, it’s one of the most important metrics for people analytics. It makes sense after all the investment...
View ArticleAre you Worth More?
The US Bureau of Labor statistics found that companies with fewer than 100 employees gave only 12 minutes of manager training every six months. Organisations with 100-500 employees provided just six...
View ArticleHR: Leading Through Employee Experience
How can HR professionals lead through Employee Experience? What difference does it make in practice? With demand for exceptional employees at an all-time high, especially those with unique skill sets,...
View ArticleThe Importance of Employee Experience Design
With the 2018 UK Employee Experience Awards just around the corner, FDM is proud to be a partner and hear all the amazing stories about how companies are adding real value through EX. In a series of...
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