Tag Archives: operations

The impulse category plays a subtle yet powerful role in boosting sales and enhancing the customer experience. These small, low-commitment items, often placed near checkout counters or high-traffic paths throughout stores, capitalize on customers’ spontaneous decisions. When managed well, impulse …

This month’s feature story takes a closer look at customer returns policies and ways retailers can improve their own policies to keep customers happy while still protecting their operation’s bottom line. As part of the feature story on Page 24, …

Understanding consumer behaviors and preferences is crucial for driving a valuable loyalty program. When offering financial rewards, consumers look for personalized, flexible and digital-centric loyalty programs. Adapting your store’s loyalty program to shift with customer preferences is essential for keeping …

PaulB Hardware, which is based in Lititz, Pennsylvania, and also has locations in Belleville and Mechanicsburg, Pennsylvania, has been process-oriented since its inception in 1947. To ensure future success of the processes and the operation, two managers from PaulB Hardware—merchandising …

By Gary Pittsford, CFP In May, the North American Hardware and Paint Association (NHPA) focused on how to build a bench of well-trained employees inside your company to help you grow the business and manage it effectively. Building a bench …

Friedman’s Home Improvement recently implemented changes to its drive-through pick-up process to simplify and secure the customer experience.  Friedman’s drive-through pick-up process allows customers to search for products online and order over the phone or in-store for pick up at …

By Daniel Kurash You have heard the talk before: “The new product just arrived and we have  to let our customers know about it with every transaction,” says a manager or colleague tasked with promoting the new items. Yet you …

Have you ever overheard an employee saying something like: “Wow, we sold a lot today, the owner must be getting rich!” Or, “I didn’t mean to break those flower pots, but that’s alright as I’m sure no one will notice …