Many speakers claim to be experts on the customer experience, but few have the track record to prove it.
As the Director of Retail for Bose Corporation, Doug was instrumental in
developing the unique and engaging retail methods that have become the
industry's benchmarks for experience based retailing and superb customer
service. In his ten years at Bose, Doug grew the Retail Direct Group from 4 to
100 stores and was instrumental in developing Bose’s unique and engaging retail
methods.
Under his leadership, the Bose retail stores became one of the pre-eminent specialty retailers in consumer electronics, known for their highly customer focused approach and multi-media Bose Music Theater Show. Prior to Bose, Doug worked for the Sharper Image and owned a specialty store.
As a professional
speaker, Doug shares his knowledge of experience-based retailing and customer
service in a series of
custom key notes and workshops designed for stores, businesses, corporations,
non-profits, and trade associations of all sizes. His casual style and quick wit
make him not just a crowd pleaser but also an incredible motivator, encouraging
people to take action and deliver extraordinary experiences to customers and
employees alike.
Doug is president and managing partner of the retail consulting firm
Dynamic
Experiences Group and is the author of numerous articles on the topics of retail, employee motivation, and customer service.
Doug’s expertise has been cited in The Washington Post, Entrepreneur
Magazine, The Christian Science Monitor and The Financial Times.
Doug is a regular columnist for many
publications
including
National Jeweler and Cape Business magazines. He also publishes
an industry standard daily subscription newsletter The Daily Retail
Experience that is read by over a thousand retailers as well as a free
weekly newsletter The Retail Experience.
Doug currently lives in Lexington, Massachusetts with his wife and two young daughters, where in his free time he barbecues while listening to Jimmy Buffet music.
