Foreword Online

Ideas, information and industry news for collegiate retailers



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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Last Minute Holiday Promotion Ideas You Need

Posted by Liz Schulte on 11/30/17 5:30 AM

December is to shopping what Halloween is to candy. While it is a busy season for college stores, it is also the perfect time to take advantage of the shopping spirit and run a holiday sale. That’s why we have compiled some last-minute holiday promotion ideas to increase foot traffic in your store.

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Three Reasons Customers Don’t Voice Their Complaints

Posted by Liz Schulte on 11/27/17 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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Taking Advantage of the Holiday Retail Boon

Posted by Liz Schulte on 11/16/17 5:30 AM

The Christmas creep is upon us. The term was coined in the 1980s and refers to the holiday shopping season that begins earlier and earlier each year. This year is no exception. Almost as soon as Halloween ended, Christmas was making its way onto the shelves of most retail stores — and into consumer consciousness. The Black Friday mentality is evolving to a month-long event rather than a day of intense shopping. With online sales expecting a major boost, what’s in store for brick-and-mortar retail this holiday season? How can college stores capitalize on the forecasted trends?

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Go Pack!

Posted by Rob Heller on 9/8/17 5:30 AM

This week I volunteered at Wolfpack Outfitters to distribute prepacked textbooks to incoming students. As I arrived for work, I parked in the deck by Reynolds Coliseum located next door to the Talley Student Union. Inside the store, a gondola of NC State imprinted spiral notebooks stood by the pathway for online order pickups. Employees were laughing and smiling. It brought me back to the early 80’s and memories of my first college bookstore visit.

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The MBS Way

Posted by Liz Schulte on 8/29/17 5:30 AM

Your course materials partner should offer the total package.

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Colleges in Crisis

Posted by Liz Schulte on 8/16/17 5:30 AM

Colleges face changes in the educational landscape daily. However, the current storm of revenue losses, student stressors and negative public perception has thrust many into uncharted territories. What are the issues facing today’s administration and how do they affect the college store? 

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