Featured This Week on TOPICAL TUESDAYS

Friday, July 21 – Thursday, July 27

For Best "Customer Service"...

Deliver Customer VALUE (for that customer)


Available FREE, all week long

Exclusively at The Retail Owners Institute

New Feature!!

Best "Customer Service" Delivers Customer VALUE

January 29, 2016
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The Presenters


Pat Johnson and Dick Outcalt have been called "The Zen masters of retail finance!"

Their engaging and empowering how-to presentations about the financial levers in retailing are informative, fun(!), and retailer-friendly.

Each of their TOPICAL TUESDAYS Seminars is a fast-paced and entertaining session: 40 minutes of explanatory and practical content delivered by Pat and Dick, plus a 20 minute interactive Q&A session for attendees. Their promise: "Everyone will 'get it'!"

The Co-Founders of The Retail Owners Institute®, Pat and Dick are recognized experts in strategic retailing. Working only as a team – Outcalt & Johnson: Retail Strategists, LLC – they have been consulting, publishing, and speaking professionally throughout North America since 1990.

They focus exclusively on retail, or wherever retail is involved. They work with CEOs, CFOs, boards and owners of retail operations, as well as manufacturers or wholesalers expanding into retail.

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Thanks especially to big box and online retailers, the concept of "customer service" increasingly means "customer SELF-service."

In fact, the way that some retailers use technology – supposedly to "improve the customer convenience" – actually use it to transfer to the customer more of the "customer service" work: product research; comparison shopping; even self checkout! (Yes, we're looking at you, Amazon!)

How to compete against that? 

By going beyond mere "customer service". 

Create a culture that focuses on delivering true Customer Value. (Spoiler alert: It's not the same for all customers.)

This is a specialty retailer's competitive advantage! 

In this lively TOPICAL TUESDAYS Webinar of the Week, Pat Johnson and Dick Outcalt, Co-Founders of The Retail Owners Institute, will show how any store can be "special" - no matter the sales volume, price points, or merchandise. 

Gain insights on these strategic challenges for retailers:

Technology's impact on retail and "customer service"

How to create a training program that sharpens and maintains your competitive edge

How to know when it's working!

This fast-paced and inspiring session is packed with consulting insights and tips. Be sure that you and your key staff people take advantage and gain these insights. 

Your customers will be very grateful!


Available free, online, 24/7, all week long, for subscribers to The ROI NEWS. 

Nothing to download or install; just sit back, watch and listen. 

The ROI's promise: Everybody will "get it"!