Archive for the Customer Service Category

Christmas Greetings!

Christmas Greetings!

Roger Simpson – CEO, The Retail Solution and Author of “The Ultimate Retail Sales Experience” With over 35 years’ industry experience, Roger Simpson is recognized as Australia’s #1 Authority on customer ROI in the retail industry and as a global expert on staff coaching, customer service, and

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How to Avoid Your Customer Service Going to The Dogs

How to Avoid Your Customer Service Going to The Dogs

If you want to ensure your customer service isn’t in the doghouse, it might pay to think about treating your customers and your staff like you treat a dog. Sounds like an oxy-moron, however, there is some great value in this thinking. I read a recent article

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Want to Improve Your Customer’s Experience? Here’s How.

Want to Improve Your Customer’s Experience? Here’s How.

I have talked at length about the importance of creating a great experience for your customers, otherwise they will simply go elsewhere, perhaps lost to you forever. Unfortunately, not many retailers are achieving this, from my experience and contacts I talk to, I see and experience a

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The Huge Benefits of Creating an Amazing Service Culture

The Huge Benefits of Creating an Amazing Service Culture

It is quite a challenge to continually maintain a great customer service culture, so much easier to be one of the many who pays lip service and provides mediocre service. A great customer service culture requires focus and an ongoing commitment to always look at ways to

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How To Deal With the Gift of a Complaint

How To Deal With the Gift of a Complaint

One of my biggest frustrations is trying to get a problem fixed when things go wrong. We have all been there, a product we purchased doesn’t work, a garment is defective, and whatever the problem is we just want it resolved quickly and promptly. This is when

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Simple Lessons From a Switched on Retailer

Simple Lessons From a Switched on Retailer

I love coming across articles and reports about companies who are doing it well in today’s tough retail market. I have mentioned this US company before as they do things so well in a very competitive market – fast food. According to QSR magazine, this retailer generates

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Want to Know How to Improve Your Customer Experience?

Want to Know How to Improve Your Customer Experience?

With all that is happening in the Australian retail market, the signs are very obvious that retailers have to get better at offering consistent levels of customer service which is one part of the customer’s entire experience. The most common comment I see from retail experts on

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Why Exceeding Customer’s Expectations Has to Come From The Top

Why Exceeding Customer’s Expectations Has to Come From The Top

Having been in a customer service role most of life, starting out delivering papers at 13, I have seen and experienced a large variety of customer service interactions. These days, unfortunately, it is very difficult to find businesses that consistently offer great customer service each and every

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Want to Know How to Deliver Amazing Customer Service?

Want to Know How to Deliver Amazing Customer Service?

I was reading a recent article that listed a number of US companies that offer amazing customer service, based on a number of rating agencies. Three I have mentioned in previous blogs and one that I haven’t come across before. I thought it would be very worthwhile

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What’s Behind the Amazing Success of the Monolith that is Amazon?

What’s Behind the Amazing Success of the Monolith that is Amazon?

We all know the giant business Amazon, which has achieved phenomenal success over the past 22 years. The company, with revenues exceeding $100 billion, a share price over US$800 and with 244 million US customers, is obviously doing lots of things right. Its founder Jeff Bezos, has

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Roger Simpson and the team at The Retail Solution have provided nearly 2 decades of unparalleled expertise in retail consulting for Australian businesses.
 
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