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 –
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I blogged recently about the poor levels of team engagement here in Australia, with a very low 24% that were actively engaged in their work. Lack of engagement means a number of negatives to your business with high staff turnover, lower productivity, and low morale being three
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I am reading a fascinating book by legendary and very successful soccer coach Sir Alex Ferguson. In 38 years of managing soccer teams in the UK, including helping to make Manchester United one of the biggest clubs in the world, he won an astonishing 49 trophies. His
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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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
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The problem of lack of employee engagement is a huge de-motivating factor for every business and affects staff turnover and productivity. The research on just how bad engagement is in Australia is shocking. The cold hard facts are, according to research from Gallup: Staff who are actively
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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
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One of the topics I regularly discuss with retailers and one of my favourite training courses to run is how to recruit the best possible person. I and my team have recently completed a series of twelve 1 day training courses on this very subject for a
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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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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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