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,
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In my experience, most retailers are falling short in providing consistent and exceptional customer service. Instead, I consistently see many team members going through the motions, disengaged from connecting with customers and solely focused on completing transactions as quickly as possible. This type of interaction fails to
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As we all know, the way our customers buy is forever changing as technology becomes more and more into play for traditional bricks and mortar retailing. Huge money is being invested into making stores look amazing so customers are wowed when they first walk in. Anything that
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We’ve all been there before: something about the service we received wasn’t quite up to par, and we think it’s only fair to let the team member know. We hope that they’ll take our feedback well, apologise for any inconvenience caused, and thank us for bringing it
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Customer service in Australia has been a topic of concern from my point of view for many years. Even with the influx of big overseas retailers, the overall level of service that I receive is at best average. Yes, there are some stand outs occasionally, but too
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A key challenge facing all retailers is ensuring consistency in customer service across all customer touchpoints. With multiple team members interacting with customers, it is difficult to ensure that every customer receives the same high level of service. Without a service standard (or promise) that is focussed
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Times are certainly tough for retailers, with all of the changes brought about by the pandemic, notably lack of staff and the massive uplift in the uptake of shopping online. Throw in record inflation, high interest rates all pointing to a tightening of consumer spending. 2023 looks
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In the ongoing battle to win the hearts and wallets of customers, particularly in the face of the current financial storm, understanding your customers is critical. Providing a personalised and genuine experience is essential if you want your customers to shop in store, come back and tell
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Providing exceptional customer service is critical to survive in today’s tough world of retail. Here are 5 tips that will ensure your customers leave with a positive feeling and are likely to return and tell others. 1. Effective communication is critical for providing great customer service. Training
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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,
Read more →
