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Wayne has spent much of his career in and around retailers. He has a heart for the customer and proven methods that drive sales, profits and complete customer satisfaction. A successful retailer himself, he also regularly consults with retailers.

Here a a sample of Wayne’s insights into retail:

 
Jun
25

Will Somebody Answer the Phone?

Unfortunately my Father is having some medical problems. I was talking to my Mother yesterday and she was upset. “Why can’t anybody answer the phone?” She was reacting to a […]

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Posted on: June 25, 2008 in Customer's Heart, Publishing
Jun
02

Creating Customer Experience with Felt Need Merchandising

On Friday I had the privilege to speak at the Book Expo America convention in Los Angeles. It was a tremendous opportunity to connect with retailers from around the world […]

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Posted on: June 2, 2008 in General, Publishing
May
23

Retailing

Very early in my retailing career we were hit by several things that negatively affected our business. First, after being the only game in town, the city decided to construct […]

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Posted on: May 23, 2008 in General, Publishing
Mar
28

Myth of Soccer Mom a Real Hit!

Below is a portion of a review I wrote for the Evangelical Christian Publisher’s Association’s E-newsletter on “The Soccer Mom Myth” (Michele Miller, Holly Buchanan). Bottom line, the book is […]

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Posted on: March 28, 2008 in Books, Customer's Heart, Publishing
Feb
13

Women are Job #1

David Bohan, founder of BOHAN Advertising/Marketing here in Nashville recently shared some interesting facts about the “power of the purse” in the Tennessean: Did you know: Women make more than […]

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Posted on: February 13, 2008 in Customer's Heart, Publishing
Feb
08

Enjoying Retail with Over-the-Top Service

This past week I found another retail internet site that blew me away. I needed a pair of shoes so I shopped at zappos.com for the first time. My wife […]

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Posted on: February 8, 2008 in Customer's Heart, Publishing
Jan
28

Creating Experience When You are a Small(er) Company

I want you to know – I’ve heard you. Several people emailed me that my recent article on creating unforgettable experience only focused on the big players. The common email […]

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Posted on: January 28, 2008 in Customer's Heart, Leadership, Publishing
Dec
28

Christmas Retail: Boom or Bust

I guess it depends on what you read, what you view and with whom you talk. Most experts feel this Christmas retail season was not up to expectations and they […]

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Posted on: December 28, 2007 in Customer's Heart, Leadership, Publishing
Nov
25

Mid-Size Retail in Crisis

in the aftermath of “Black Friday” (or the Day after Thanksgiving), I read several articles about American shopping habits. Most of the articles I read indicated that there was a […]

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Posted on: November 25, 2007 in Customer's Heart, Publishing
Jan
09

Give Customers What They Need

Thomas Nelson’s Bible division just completed a test of a Bible merchandising concept with great success. Our test stores achieved double-digit sales increases (not bad for today’s retail landscape) over […]

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Posted on: January 9, 2007 in Publishing
 

Trust is the winsome wedding of faith and hope.

Brennan Manning

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