Retail is still detail, but it is being transformed by social media
By Heather Lantz
Many of you may have seen me at IMS Retail University workshops. I've had an opportunity to work with Chris Petersen for the last 16 years putting together courses for thousands of participants. Heather Lantz often appears on the IMS list of Retail U resources, but last week I had an opportunity to personally lead another Retail University workshop on social media. During these workshops, I rediscovered how important the "sound bites" are in capturing both the essence and challenge of retailing. In teaching our social media workshop, I found that there a host of new sound bites for this social age of retail, where the consumer is now in charge.
The purpose of this blog is to both share views, and create dialog about issues related to business and life. Our recent post on NPS (Net Promoter Scores) generated a number of comments, including one from Adam Ramshaw. Adam was generous in offering to write a follow-up article for Results Count. It is with pride and pleasure we post Adam’s insights on NPS and opportunities related to service recovery.
