Traditional retail is in a very challenging time period at the moment. Competition, rents, wages, power prices, lack of consumer confidence has all lead to customers reducing their spend, particularly on items they may see as non-essential. It’s a tough time for retailers yet, I believe, the
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I have recently partnered with another retail business called Retail Help – what a great name as they are all about helping retailers and the synergies between us are awesome. Brent Newey and his team at Retail Help bring skills to the table that I don’t have
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All around us technology is exploding exponentially, with artificial intelligence (AI) being developed to save us time and to help us make better informed decisions. We only need to talk to Alexa to find out all sorts of information such as the weather, traffic reports as well
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We all know how tough it is in retail at the moment – you may well ask, when is it going to get easier? Unfortunately we all know it won’t! Online competition will only get more intense, shopping habits are forever evolving and technology is going to
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Amazon has been trading in Australia since late 2017 and most analysts are surprised by the lack of impact they have had on the marketplace. Despite launching Prime, amongst other initiatives, sales have fallen below expectations. Their financial results are also unremarkable, with a loss of $5.3
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Zappo’s (the US online shoe retailer) has long been seen as a world leader in customer service. With revenues in excess of US$3 billion and over 80% of customers coming back from more, there are some extremely valuable lessons to be learnt from this retailer. It all
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The key word for the past few years in retail that has been bandied about is experience. The word experience doesn’t relate to the years of service your team members have, but to the experience created in store that is either positive, negative or neutral. Obviously every
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I’m a passionate advocate for great customer service. I love it when I receive great service and as my friends will testify, I hate it when it’s obviously absent. Unfortunately it’s more absent than in place these days in the stores I visit. What I see is
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Apologies for my complete misuse of a classic Shakespeare quote, but this is a real conundrum facing both customers and retail team members every single day. Which customers want to be approached and offered service and which ones want to be left alone? There has even been
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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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