CounterPoint

fdallahan@cahners.com No Time For Complacency: Be Customer-Driven During the past few months, some JCK editors have written about personal experiences in retail jewelry stores. Regrettably, these experiences were negative. While personal research may not be quantifiable or subject to projections, jewelry store owners and managers should use these examples as teaching lessons for their staffs. Why? Because good times don’t last forever, and because retaining customer good will is essential to repeat business. During the past three years, the retail jewelry industry has been on a joy ride. Consumers have had plenty of disposable income. Demographics and lifestyles have played to the advantage of jewelry retailers and manufacturers. The wealth effect of stock market gains has made consumers giddy with “feel-good” financial optimism. Now is the worst time to be complace
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