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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Pretty simply, retail is all about people interacting with people. The better this interaction is, the better the customer will feel, and as we say: “The rewarded customer buys, multiplies and comes back.” Why do so many retail outlets offer their customers a sub-par experience? Unfortunately, there
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With all that is going on in the world at the moment, fake news, the banking royal commission and various political issues here and overseas, trust is becoming harder to build and maintain. When you then look at retail and the brands that are struggling or closing
Read more →For just about every retailer, repeat customers are the lifeblood of their business. This might be getting customers to come back every day, weekly, monthly or in some cases every few years. Regular customers are great, they know their way around the store, how it flows, know
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I’ve had numerous discussions with colleagues and retailers about the Australasian attitude to customer service. The consensus is we don’t seem to be very good at it! One opinion that comes through, is our attitude seems to be that serving is a bit beneath us. I hear
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One of the big buzzwords in retail over the past year or so is “Experience”. Provide the customer with an experience and they will stay longer, purchase and spend more while in the store. I love the word experience as long as it has another keyword in
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Retail has certainly been turned on its head, with the power to purchase firmly in the customer’s hands – literally. Technology is changing everything about the way customers shop and we had better get used to it as the changes keep on coming. Only last week Amazon
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New and improved technology is happening so fast, what is new and exciting today is almost outdated tomorrow. Uber came in and shook up the taxi industry, yet they now face stiff competition from at least two other ride share operators. There is no truer saying than,
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