Foreword Online

Ideas, information and industry news for collegiate retailers



Rushing Toward Rush

Posted by Liz Schulte on 8/3/17 5:30 AM

Rush is right around the corner. Are you prepared? We compiled some of the best practices to prepare for one of your busiest times of the year.

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Just Say Please

Posted by Lori Reese on 7/11/17 5:30 AM

Discovering what satisfies customers can be as simple as self-reflection. Young and old, we want courteous, swift service that meets a need, slakes a thirst or fulfills a desire. We also want shopping to be fun, and we want associates to be personable and informed. However, knowing when and how a customer experience has gone awry is complicated.

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What Is Customer Service?

Posted by Liz Schulte on 5/23/17 5:30 AM

There are as many definitions for customer service as there are industries. The position has to be fluid enough to cover whatever needs to be done. However, defining expectations for employees helps them meet the business’ and customer’s expectations.

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Three Reasons Customers Don’t Voice Their Complaints

Posted by Liz Schulte on 5/16/17 5:30 AM

Customer service can be tricky. You want to do everything in your power to make the customer’s experience with your business pleasant, but inevitably there will be times when someone has a bad encounter. If they tell you the issue, it can be resolved. Often, though, customers don’t give voice to the complaints. Unless there has been an egregious error, most customers will just walk away disappointed or angry, which leads to a loss of customers and revenue to the store.

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The Top Five College Store Complaints and How to Fix Them

Posted by Liz Schulte on 4/18/17 5:30 AM

Finding ways to improve your store’s customer service is a matter of survival. Customer experience is a trendy buzzword in retail: it is a critical shift in perspective. Young consumers are abandoning brand loyalty, letting their individual experiences direct where they will spend their time and money. That decision comes down to their experience with your store, whether in-person or online.  

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Centennials Focus on Quality

Posted by Liz Schulte on 3/15/17 5:30 AM

As the millennials are graduating, centennials are moving in, bringing a new set of values with them. They have high expectations, a focus on quality, a strong sense of thrift and the shortest attention span to date. Having never experienced life without technology, this resourceful generation is about to change the rules and it is up to the rest of us to keep up.

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2017 Spring Rush Survival Guide; Are You Ready? - [Infographic]

Posted by Kate Seat on 1/13/17 5:30 AM

As the spring rush season begins, we wanted to share a survival guide and checklist, setting you up for success this season. Good luck and welcome to spring 2017!

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What Does Your Customer Experience Say about You?

Posted by Jason Smallheer on 12/20/16 5:30 AM

A customer comes into your store and they always leave with a something: a product, a service and always a story. Stories are told everyday–from tales about traffic, lunch or the experience in your store. Look around. What story will your customers tell about you?

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When the Writing's on the Wall: How to Tell If Your Wholesaler's Working Out for You [Quiz]

Posted by Dean Asher on 11/2/16 9:15 AM

Your wholesale partnership is one of the most important business relationships your store cultivates, so it's important to review it on occasion and make sure it's not one-sided.

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Easy Tips to Improve Customer Experience at Your Store

Posted by Dean Asher on 9/29/16 5:00 AM

Customer service has always been important. It keeps your customers as happy as possible while they're in store and can lead to valuable, free word-of-mouth advertising.

But when you're competing with the perception of steep price discounts through online vendors, you need to elevate your customer experience — that's what will keep your students coming back to your store term and term again.

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