A friend and I were recently having lunch in a fairly new café and the experience was ……. Just ordinary. Food was okay and the service wasn’t bad, the staff just didn’t do anything extra to provide that all important experience. It was just another transactional process that
Read more →
As a customer myself, I love loyalty cards and I have to confess I have a few in my wallet and a lot more on my desk. I particularly like my coffee loyalty cards, yes I have more than one, that free cup of coffee just seems
Read more →
Recently I was in a store waiting in line to be served and I came across a staff member who was wearing a name badge similar to this one. Sam (not his real name) was proudly wearing a name badge with his name and the words “Here
Read more →
Many managers and owners keep telling me they can’t find good people to work in retail. One manager even told me as long as they turn up for their shift she’s happy! I do know it has become harder to find the right people, what with the
Read more →
I am continually amazed how poorly upselling is done by most retailers – that is if they actually do it in the first place. Every business wants to sell more to their existing customers, after all, they are already in the store, so it costs no extra
Read more →
I was a little surprised when I read a recent article from Inside Retail stating that price is only the third biggest driving factor of overall customer satisfaction when it comes to buying fuel. The research showed that number one was the appearance of the service station
Read more →
“Your call is being recorded for quality and training purposes.” We hear this pre-recorded message so many times when we call various companies that I’m sure we are all used to it. So why do companies record calls from customers? As I was reading recently, a recorded call
Read more →
I came across this infographic recently and it really hits home how important customer service is to any business – whether you communicate with your customers online, over the phone or face to face. Customer service does make a huge difference financially. So if the research clearly
Read more →
Yet again, research has proven how important customer service is and in this statistic how it can drive revenue. Most of us want a positive experience when we are a customer, whether we are buying petrol, clothing, food, in fact everything. Some further research from McKinsey &
Read more →
A figure I have shared before is this – 85% of customers are willing to pay up to 25% more for a superior customer service experience (RightNow research). You have to be competitive on price but excellent service does make a difference along with a great product
Read more →
