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Scroll Mode, All-Black Uniforms, and the Disappearing Luxury Experience

I recently visited the Houston Galleria—one of America’s premier luxury retail destinations—and left with more questions than purchases. As I walked through storied brands like Fendi, Ferragamo, Zegna, Louis Vuitton, Nordstrom, and Neiman Marcus, I expected a polished retail experience. Instead, what I observed was a widespread display of disconnection.

Roughly 90% of the sales associates I saw had their faces buried in their phones. Not tucked discreetly away. Not used briefly to check a message. Fully engrossed. In boutique after boutique, salespeople stood motionless, heads down, scrolling. I paused outside several stores just to observe how long it would take for a salesperson to look up as a customer walked in. The answer? They didn’t—at least not until the customer was right in front of them. Only then would the associate flinch into action, awkwardly pocket their phone and attempt to shift into engagement mode.

And I kept asking myself: "Why do owners and managers allow smartp...

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The Power of Storytelling in Sales: Creating Unique Connections

In today’s competitive sales environment, where data and analytics often take center stage, the art of storytelling remains a timeless tool for creating meaningful connections. Just as the ancient Greeks used storytelling to impart wisdom, build community, and preserve culture, sales professionals can harness this powerful technique to engage prospects, build trust, and leave lasting impressions.

The Legacy of Storytelling: From Ancient Greece to Modern Sales

Storytelling has been a cornerstone of human communication for millennia. The ancient Greeks, known for their rich oral traditions, understood the power of a well-told story. Through myths, legends, and epic tales, they conveyed values, taught lessons, and forged a shared identity. Storytelling was more than entertainment—it was a way to connect people, bridge gaps in understanding, and create a shared experience.

This ancient tradition still holds immense value in the modern world, particularly in sales. In an era wher

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Culture Contagion: How Service Values Infect Your Value Proposition

It's a common refrain: "Our employees are our greatest asset." But are we leveraging that asset to its full potential? Especially when it comes to delivering on the promises we make to customers, our value proposition? The answer lies in fostering a service culture, a contagious spirit that infects employees with a passion for exceeding expectations. 

So, what exactly is a service culture? It's more than just saying "please" and "thank you." It's an ingrained belief in putting the customer at the heart of everything we do. It's woven into the fabric of the company, shaping every interaction, decision, and behavior. 

But how does this internal culture translate into external results? How does it impact the delivery of our value proposition? Here's how: 

1. Employee Engagement: A strong service culture breeds engaged employees. They're not just clocking in and out; they're emotionally invested in the company's mission and success. This translates into proactive problem-solving, going ...

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Where Did the Service Bell Go? Lamenting the Decline of Human Connection in a Digital Age

 Remember the comforting chime of the service bell as you entered a store, the attentive gaze of a salesperson meeting your eye, the personalized recommendations and genuine smiles? In today's fast-paced, digitized world, those warm interactions seem to be fading, replaced by self-service kiosks, automated checkout lanes, and faceless online transactions. While technology has brought undeniable convenience, it's also fostered a concerning decline in person-to-person service culture, leaving many yearning for a bygone era of human connection. 

From Bellhops to Bots: A Shift in Expectations 

The service industry once thrived on the belief that customer satisfaction hinged on genuine human interaction. Bellhops greeted guests with open arms, waiters offered friendly conversation, and shopkeepers took pride in knowing their regulars by name. Today, however, automation often takes center stage. Chatbots answer customer queries, digital displays replace menus, and self-checkout eliminates ...

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