Don't send me calendars when all I want is respect

I was doing some cleanup around the house this weekend and finally got around to a large pile of junk mail sitting on the counter (you know you have one too). One of the items sitting there was a set of calendars and a form letter from the sales agent of the builder of my house (bought two years ago). Realtors are trained that this farming is a good sales practice. Send out something to every potential prospect on your

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Customer experience in retail

I read that Circuit City, despite its troubles, was continuing its multi-quarter turnaround plan. Here’s my free advice to Circuit City – copy Best Buy. Yes, it’s quite simple advice. Just hang out at your local Best Buy (Circuit City management you may have noticed they’re everywhere now) and start taking notes. The last time I ventured into a Circuit City store I felt the atmosphere to be dark and depressing. Additionally, the sales people pounced on you as soon

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