Stuart Silverman
Make Every Shopper A Mystery Shopper
Funny thing about mystery shoppers. We keep them secret because we don’t want store associates to give mystery shoppers special...
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Stuart Silverman
- Mar 30, 2021
- 2 min
Building Great Store Teams – Should You Use Customer Feedback or Mystery Shopping?
Every retailer has expectations as to how they want their associates to treat their customers. But here’s the challenge: How do you...
Stuart Silverman
- Mar 23, 2021
- 1 min
Three questions for store teams adapting to a year’s worth of changes
Retailers have made more changes faster this past year than at any other time in history. Store associates have been the heroes of this...
Stuart Silverman
- Feb 23, 2021
- 1 min
You Get The Behavior That You Reward
I’m going to start with a quote from Tim Conner, CEO of Peak Performance. “You get the behavior you reward. If you don't like the...
Stuart Silverman
- Feb 16, 2021
- 2 min
Who Really Completes Customer Feedback Surveys?
Who really completes customer feedback surveys? When the topic of survey response rates comes up, people typically say that customers...
Stuart Silverman
- Feb 9, 2021
- 2 min
Social Media Customer Feedback For Stores Is Overrated
A friend of mine recently sent me a photo that he took at an auto dealership. It was a picture of a sign at the dealership asking for...
Stuart Silverman
- Feb 2, 2021
- 2 min
How To Collect Customer Feedback On Store Associates
We started our journey at becco with the notion that if we gave store customers the ability to rate the performance of store associates,...
Stuart Silverman
- Jan 26, 2021
- 2 min
Easily identify and help store associates who are missing key sales skills
At becco we did a project with a well known cosmetics retailer. We collected customer feedback on the customer experience related...
Stuart Silverman
- Dec 23, 2020
- 1 min
Help store teams adapt to process changes while still delivering the brand's customer experiences
This year retailers have been forced to make more changes faster than at any other time in history. To say that change is constant...
Stuart Silverman
- Nov 10, 2020
- 2 min
Closing the Associate Behaviors Gap (ABG)
Retail leaders know how they want their store associates to interact with their customers. They invest considerable time and effort in...
Stuart Silverman
- Aug 4, 2020
- 3 min
Thanking store associates for providing great shopping experiences
I want to relate a surprisingly positive experience I had shopping at Home Depot on a pre-pandemic Memorial day. So many times we write...
Stuart Silverman
- Jun 15, 2020
- 1 min
Do we really want contactless stores?
Its easy to think that the Covid experience will hasten the evolution of tech driven contactless stores. But, think about it - what is a...
Stuart Silverman
- May 12, 2020
- 2 min
What I believe drives how I behave...
“What I believe drives how I behave. And how I behave drives results.” That’s the mantra my friend, store ops guru Rachel Williamson,...
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