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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With so much choice these days, customers can easily pick and choose who they shop with, both online and in store. It has become very clear that customers don’t differentiate now between online and in store, it’s just one shopping experience. All parts of the experience have
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I have mentioned many times how competitive retail is at the moment and it will only get more so. Customers have so many choices of where to buy, both online and in store, that a simple slip up is enough to send them off to your competition.
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We certainly hope you enjoyed reading our blogs and you found them helpful, with ideas on how to keep your teams motivated and focussed on the customer. The battle to deliver great customer service never stops and we hope 2021 kicks off bigger and brighter for you.
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Physical retailers have to be ready to create excellent experiences for each and every customer when they return. This means retailers have to be excellent in the following: Excellent cleaning standards – hand sanitizer available, professional signage, correct numbers in store, masks being worn and obvious cleaning
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Some retailers have chosen the slippery road of discounting as a strategy to bring more customers into their doors. However, so have lots of their competitors. It’s actually uncommon to go into a shopping mall and not see massive discount signs displayed in the window. Now, don’t
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Love them or hate them, Amazon has certainly been making an impact and is now one of the biggest companies on the planet. Their impact here in Australia has been slowly gaining traction as they figure out how to maximise delivery speeds in this vast country. With
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In the ongoing challenge for customers, retailers have to absolutely stand out or risk losing customers to their competitors and now especially to online. With more and more customers having experienced online due to recent lockdowns, the fight is on to get these customers to come back
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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, customer service, and
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