Retailing in 2017 is going to be challenging yet exciting for every retailer. With the onslaught of technology ramping up, customers are being bombarded with new ways to shop. Amazon Go is coming and this will certainly impact a number of retailers. The technology that allows shoppers
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I find it fascinating that retailers are often searching for the next thing to wow customers when they can’t even get the basics right. By basics I mean the following: The best team members you have, consistently provide this level of service each and every day. Unfortunately,
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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
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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
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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
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At a recent meeting with a long term client, Karl Loh, National General Manager Ritchies Liquor, we were discussing sales, one of my favourite topics. We introduced a process called Product Awareness, way back in 2008, when I ran my first training course for the Ritchies Liquor
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“In the coming years, everything that can be digitized will be digitized. But there’s one thing that can’t be digitized and that’s the customer!” I came across the Accenture Digital Disconnect in Customer Engagement report, which was published recently, and found some very interesting trends in customer
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Every retailer has their own set of Golden Rules – the rules their staff need to follow when dealing with customers, when performing their duties, and the general rules of the business. My question is always – do you and your staff live by these rules?
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I have spoken a few times about the challenge of online sales to the traditional bricks and mortar (B & M) stores. The growth of online sales continues to outstrip B & M stores growth and shows no signs of slowing down. Recent data shows online sales
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