To drive retail growth, many retailers focus on their products and marketing initiatives. But standing out isn’t just about what you sell—it’s also about how you make your customers feel. Exceptional customer service isn’t optional anymore, especially in the age of...

Author: Scott Litman, Capacity SVP & Formerly Founder of Lucy In the two years since ChatGPT’s public debut, the conversation around knowledge management has intensified dramatically. Most recently I was at an AI summit featuring leaders from OpenAI, Anthropic,...

Should I call my clients or just send them a text? It’s a question every salon runs into. And while your team might lean toward one method or the other, the right choice often depends on the moment—whether you’re confirming a last-minute appointment or sending out a...

Some days, your salon is buzzing with back-to-back appointments. Other days? Crickets. Those gaps in your schedule make you wonder—what went wrong? Even with top-notch cuts, balayage, and the latest treatments, clients won’t magically appear. With 1.34 million salons...

If there’s one thing business leaders know, it’s change—and retail is no exception. Customer expectations and the cost of meeting them are rising fast. To stay competitive while managing costs, retailers need to use tools that maximize ROI while prioritizing customer...

In between back-to-back clients, running the front desk, and keeping your team on track, asking for customer feedback for your salon probably isn’t top of mind. But it should be. Feedback does two things: It helps you catch small issues before they cost you a client...