Foreword Online

Ideas, information and industry news for collegiate retailers



Apple®’s Audacious Retail Moves

Posted by Lori Reese on 7/10/18 5:30 AM

The latest Chicago store has a laptop-shaped roof. Once finished, the retail haven will resemble a giant transparent box, blurring the boundaries between inside and outside, architects have said. Whatever you think of the brand, it’s hard to deny that Apple is a leader in redefining the brick-and-mortar shopping experience.

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Retail Transformation

Posted by Liz Schulte on 7/9/18 5:30 AM

Think about when you go to a store. What do you enjoy? What parts do you dread? What if you could take out the experiences you don’t like — would you shop more or less? For over 20 years, Amazon has bet on the fact that if you can remove the areas that cause friction with consumers, they will shop more in your store. Looking at the current state of the retail market, they are right.

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What Is Customer Service?

Posted by Liz Schulte on 6/27/18 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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5 Reasons You Should Sell Local in Your Store

Posted by Liz Schulte on 6/13/18 5:30 AM

As the English poet John Donne famously posited, “No man is an island.” College campuses can often feel like their own, self-sustaining world. In a lot of ways, that’s what they are; jobs, housing, food and even medical services are often provided. However, no one exists in a bubble. Embracing the greater community beyond the campus walls can drive foot traffic, enhance the shopping experience and support the local economy.

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How to Turn Around a Customer Service Nightmare

Posted by Liz Schulte on 5/8/18 5:30 AM

I have never met a single person who hasn’t had a bad customer service experience. In fact, in a single month, I had five bad experiences with various companies, one of which I will never use again. Sadly, I can only think of one truly exceptional customer experience in the same time frame. Customer service is being left behind by disinterested staff and consumers aren’t happy about it.

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Spotlight: Patrick Cervenik It’s All Retail

Posted by Liz Schulte on 5/2/18 5:30 AM

MBS Systems Sales Consultant, Patrick Cervenik sat down with us to discuss the changes happening in the retail industry, and how college stores can stay adaptable to the transitioning environment.

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Why You Should Respond to Customer Complaints

Posted by Liz Schulte on 4/12/18 5:30 AM

Every business will eventually receive a complaint. Despite best intentions, a customer will walk away unhappy at one point or another. The customer might reach out to the business itself for a resolution to the problem, but with increasing odds, they are going to take their complaint to social media. Once the negative words are out on the internet, they are there forever. Managers and business owners have two choices: they can ignore the complaint or demonstrate their great customer service for the world to see.

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Customer Service Drives Results

Posted by Liz Schulte on 3/14/18 5:30 AM

We talk a lot about customer service because we believe that relationships are an important part of business. Anyone can talk a good game for a short period of time when they want something, but day in and day out dedication is rare. Real connections between businesses take more than an email or single sales call, and that’s what MBS Wholesale provides. When we welcome a new partner school they become part of our family — their success is our success.

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How Can Your College Store Provide Better Customer Service?

Posted by Liz Schulte on 2/21/18 9:30 AM

As a customer, the experience you have in stores, online and on social media reflects on the overall company. The customer experience isn’t about just mastering one of these channels, it is about providing information and support across the board. As a college store, your day-to-day interactions with students are about more than just ensuring they come back through. Positive student interactions reflect well on the entire campus community. Whether you have simplified picking up their textbooks or offer a friendly ear, you are improving the student’s overall college experience. That is what customer service is about.

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How to Build an Effective Survey in 5 Easy Steps

Posted by Liz Schulte on 2/20/18 5:30 AM

Customer retention is a problem across college stores. Understanding how students feel about your store is an essential part of identifying the areas that with improvement can help you provide students with a better experience and increase satisfaction. Surveys give your store insight to what students think, their priorities and how you can better help them achieve success. But, how do you create a survey that is measurable, moves you closer to your goals and produces usable information?

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