Domino’s Pizza Enterprises has been an amazingly successful business over the past few years and the CEO in charge, Don Meij, has had a lot to do with that success. With their continued menu innovation and now delivery by drone, it’s no wonder they are smashing the
Read more →Archive for the Customer Service Category
To me, the key to successful retailing is when your frontline team and leaders/managers are all working together in harmony. This collaboration is so powerful and generates a massive positive feeling for customers, who can sense the harmony in the store. I’ve experienced this a few times
Read more →As I have mentioned before, I am a big fan of Richard Branson and his philosophies in how he leads his teams to create amazing businesses the world over. It seems to have worked out pretty well for him so far! I thought it would be worthwhile
Read more →A recent article in “Inside Retail” caught my eye and I wanted to share my thoughts. The article “Spanish Café adds “rude tax” for customers who don’t say please: Could it work in Australia?” Click here if you want to read the article. When customers order their
Read more →There has been a lot of research coming through recently that points out what drives shopper behavior – it’s the experience they receive or lack of it! We know that customers are wanting a better experience, one that really stands out from the competition. The result –
Read more →As a retail business with an absolute passion for consistently providing amazing customer service experiences, Zappo’s is right up there. Their focus is on making every interaction with customers a memorable experience and this has certainly helped them in their growth since starting up in 1999. They
Read more →Having worked closely with Tom O’Toole owner of the Beechworth Bakeries for the past 17 years, I have gleaned a really good insight into what has made them successful. Great products, great people, and great service have been their mantra for years, and it works!! I found
Read more →Having traveled and also provided training in the UK a few years ago, I certainly experienced a fair amount of poor customer service. Expectations were not very high, in fact when I was serving behind a counter in a service station (while doing some in store follow
Read more →I’m sure we all know that goal setting is very powerful when it comes to achieving results. After all, if there’s no target, how do we know if we have been successful? There’s a great story about why 3% of Harvard MBA students make 10 times more
Read more →I speak with hundreds of franchisees and store managers every year, during training courses and store visits. One of the biggest challenges I hear them say is “having to give negative feedback to my staff.” Most franchisees/managers find this type of feedback confrontational so prefer to ignore
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