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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In today’s ultra-competitive world of retail, you need to ensure your customers enjoy a memorable experience, that they can’t get online or at your competitors. This level of service is now just the minimum and customers should expect to receive this every time. When your team delivers
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We’re taking a break until early February, when we’ll be back in your inbox with more tips and ideas to help make your year even more successful. Thanks for your support and feedback. Roger Simpson – CEO, The Retail Solution and Author of “The Ultimate Retail Sales
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There has been a lot of research coming through recently that points out what drives shopper behaviour – it’s the experience they receive or lack of it! We know that customers are wanting a better experience, one that really stands out from the competition. The result –
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With stores finally reopening, now is the chance for physical retailers to really shine and give their customers a compelling reason to not only buy that day but want to come back. This is where the amazing power of wow comes in. To me, wow is as
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It really frustrates me that retailers are still not delivering anywhere near wow service. In fact, most experiences I receive are just ordinary. An experience at a café comes to mind (and unfortunately just keeps getting repeated). The food was okay and the service wasn’t bad, the
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According to recent research from McKinsey, 75% of US consumers tried out different stores, websites or brands over the past 18 months. 60% of those consumers expect to stick with those new options. As I have mentioned a number of times, it is even easier for customers
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When you call a business, you will often hear the following: “Your call is being recorded for quality and training purposes.” We hear this pre-recorded message so many times that I’m sure we are all used to it. So why do companies record calls from customers? Companies
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It is hard to believe that US companies lose $1.6 trillion dollars annually due to poor customer service according to Accenture. That figure is simply mind boggling. In today’s very competitive world of retail, it doesn’t take much for a customer to leave you, often it’s just
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One of the biggest challenges facing online retailers is both the issue of delivery and returns. Because it is difficult to ensure the clothing size being ordered is going to fit, customers have started to order multiple sizes and then with the offer of free returns simply
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