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
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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
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One of my biggest frustrations is trying to get a problem fixed when things go wrong. We have all been there, a product we purchased doesn’t work, a garment is defective, and whatever the problem is we just want it resolved quickly and promptly. This is when
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I love coming across articles and reports about companies who are doing it well in today’s tough retail market. I have mentioned this US company before as they do things so well in a very competitive market – fast food. According to QSR magazine, this retailer generates
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With all that is happening in the Australian retail market, the signs are very obvious that retailers have to get better at offering consistent levels of customer service which is one part of the customer’s entire experience. The most common comment I see from retail experts on
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Having been in a customer service role most of life, starting out delivering papers at 13, I have seen and experienced a large variety of customer service interactions. These days, unfortunately, it is very difficult to find businesses that consistently offer great customer service each and every
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I was reading a recent article that listed a number of US companies that offer amazing customer service, based on a number of rating agencies. Three I have mentioned in previous blogs and one that I haven’t come across before. I thought it would be very worthwhile
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If you work in retail and rely on customers coming into your store to buy goods, you know times are tough. We are living in challenging times with many factors creating uncertainty, including lower spending caused by the pandemic, border closures and a volatile housing market. All
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We all know the giant business Amazon, which has achieved phenomenal success over the past 22 years. The company, with revenues exceeding $100 billion, a share price over US$800 and with 244 million US customers, is obviously doing lots of things right. Its founder Jeff Bezos, has
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It makes for very sad reading when I see yet another report of a retail business going into administration. Just recently Rhodes and Beckett and Herringbone have joined this notorious list. They follow hard on the heels of Marcs, David Lawrence, and Allphones, who have ended up
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