As we all know, artificial intelligence (AI) is starting to play a big part in the world of retail. From chat bots dealing with customer inquiries to augmented reality, AI is here and here to stay. Amazon Go is a prime example of AI in action –
Read more →
I recently came across a great interview conducted by one of my favourite customer service authors, Micah Solomon, who was lucky enough to interview Sir Richard Branson. Wow, a great customer service guru and the world’s best entrepreneur both of whose opinions I really value. So I
Read more →
I have spoken many times about retailers needing to create positive in-store experiences to ensure customers not only purchase during that visit but are tempted to return. Retail spending is trending more towards experiences rather than material items. However, whatever you sell, by creating a consistent, genuine
Read more →
These customers are a challenging bunch (I should know I’m one of them)! Funny how we just expect the company we deal with to deliver on what they promise and if they don’t at least fix the issue. Yet even with all our advances in technology (and
Read more →Amazon’s launch a few weeks ago of its new Go store in Seattle is pretty revolutionary. Some pundits are calling this new “grab and go” format the reinvention of bricks and mortar. If you’re not aware of what Amazon Go is, check out this link https://www.amazon.com/b?node=16008589011 It’s a
Read more →
I wrote last week about the challenging environment facing all physical retail stores this year, with already a number of well-recognized brands closing stores. This week I want to focus on something else that causes massive frustration in physical stores, but very rarely happens online – for
Read more →
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
Read more →
If you want to ensure your customer service isn’t in the doghouse, it might pay to think about treating your customers and your staff like you treat a dog. Sounds like an oxy-moron, however, there is some great value in this thinking. I read a recent article
Read more →
I have talked at length about the importance of creating a great experience for your customers, otherwise they will simply go elsewhere, perhaps lost to you forever. Unfortunately, not many retailers are achieving this, from my experience and contacts I talk to, I see and experience a
Read more →
It is quite a challenge to continually maintain a great customer service culture, so much easier to be one of the many who pays lip service and provides mediocre service. A great customer service culture requires focus and an ongoing commitment to always look at ways to
Read more →
