Ask employers in China if sales associate turnover negatively affects their business, and 88.6 percent say yes. Ask luxury retailers, and the number climbs toward 100 percent. Retention of high-performing sales associates is high-end brick-and-mortar’s biggest...
Know how it feels to have been somebody’s #1 and find yourself sliding out of sight, out of mind? If not, just ask a luxury retail sales associate. The #1 influencer in customers’ decisions used to be the knowledgeable, assured sales associate. Suddenly, the sales...
If you’re a retailer, nothing brings more holiday cheer than the add-on sale. Everybody wins! Ancillary sales at retail are “plus business”, an avenue for capturing additional revenues and gaining market share. In working with many leading luxury retailers, I’ve seen...
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...