Sounds like a completely wrong way of thinking, yet if we treated our customers the same way we treat our dog, we are onto a winner. In an article by Jesse Carleton who writes for the NRHA (North American Retail Hardware Association) she put forward this very
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In today’s ultra-competitive world of retail, you need to ensure your customers enjoy a memorable experience, that they can’t get online or at your competitors. This level of service is now just the minimum and customers should expect to receive this every time. When your team delivers
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As if the past two years hasn’t been a big enough challenge for retailers, the fight for the customer’s dollar is at an all-time high. With online still growing at a fast pace, physical retailers have to move with the times or be left in the dust
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There has been a lot of research coming through recently that points out what drives shopper behaviour – 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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With stores finally reopening, now is the chance for physical retailers to really shine and give their customers a compelling reason to not only buy that day but want to come back. This is where the amazing power of wow comes in. To me, wow is as
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To say there has been some disruption in retail over the past couple of years would be a massive understatement. Here are 6 trends that are happening right now that will only continue to grow, as the way customers shop has changed forever. 1) The internet has
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It really frustrates me that retailers are still not delivering anywhere near wow service. In fact, most experiences I receive are just ordinary. An experience at a café comes to mind (and unfortunately just keeps getting repeated). The food was okay and the service wasn’t bad, the
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I love going to places where the service stands out. There’s something they do that makes this store different, maybe it’s obvious, maybe it’s not, but I walk out feeling they really cared and focussed on me as an individual. Unfortunately, as I have reported a number
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As I have mentioned many times, for retailers to thrive in this competitive world, it is critical their team are consistently delivering an amazing in store and online experience. How does a leader create a team culture where amazing service is first and foremost? Here are 5
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It is hard to believe that US companies lose $1.6 trillion dollars annually due to poor customer service according to Accenture. That figure is simply mind boggling. In today’s very competitive world of retail, it doesn’t take much for a customer to leave you, often it’s just
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