Does magical thinking have you chasing shiny objects? So many of us have come to believe in technology as THE edge, THE solution, THE holy grail—whether in retail, real estate, financial services, hospitality or any industry where superb service wins. The faith is not...
In my work with retailers, I’ve seen a radical shift in the power dynamic between customer and sales associate over the last decade. In short, customers have it; sales associates don’t. Customers hold their own velvet rope, choosing to admit (or reject) sales...
