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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Covid definitely forced a number of customers to shop local due to various travel restrictions. This provided a huge opportunity for these businesses to showcase their products and services. Now that restrictions are lifted, customers can shop anywhere, however the local strip shops certainly have an appeal
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Retailers and their customers certainly have the jitters. Consumer confidence is down with interest rates and inflation on the rise causing customers to tighten their belts. Combine this with what is going on overseas and it’s not hard to see why consumers are hesitant to spend their
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I have been banging on about the need for physical retailers to create an experience when they have a customer in front of them. It’s critical, unless you want your customers to not come back as they can’t see the difference between buying in store and buying
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I’m a big fan of Gallup, a global analytics and advice firm that specialises in helping leaders to get the most out of their teams. They talk frequently about the challenges all retailers are facing with keeping their teams safe, engaged and motivated with all that is
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A key area that all retailers have to have a positive focus on, is dealing with complaints. 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
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It is quite a challenge to continually maintain a great customer service culture, so much easier to be one of the many retailers who pays lip service and provides mediocre service. A great customer service culture requires focus and an ongoing commitment to always look at ways
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The way we shop has certainly changed over the past couple of years. Online sales are booming as customers either couldn’t visit physical stores or preferred the ease of buying online. However, there is still a massive opportunity for physical stores to dominate if they get their
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Sounds like a completely wrong way of thinking, yet if we treated our customers the same way we treat our dog, we are onto a winner. In an article by Jesse Carleton who writes for the NRHA (North American Retail Hardware Association) she put forward this very
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Every retailer has their own set of rules (expectations, standards etc) – the rules their team need to follow when dealing with customers, when performing their duties, and the general rules of the business. My question is always – do you and your team live by these
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