I am continually amazed how poorly upselling is done by most retailers – that is if they actually do it in the first place. Every business wants to sell more to their existing customers, after all, they are already in the store, so it costs no extra
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A few months ago I wrote a blog with the heading “85% of your staff want to leave you” which was based on research of over 18,000 staff globally. I received some interesting comments from my clients. Well now there is more evidence that supports this research
Read more →I was a little surprised when I read a recent article from Inside Retail stating that price is only the third biggest driving factor of overall customer satisfaction when it comes to buying fuel. The research showed that number one was the appearance of the service station
Read more →I am always amazed when I train managers and area managers how to coach, that their biggest challenge when giving feedback is to stop telling the team member what to do. We seem to think as a manager, we have to know all the answers and the
Read more →“Your call is being recorded for quality and training purposes.” We hear this pre-recorded message so many times when we call various companies that I’m sure we are all used to it. So why do companies record calls from customers? As I was reading recently, a recorded call
Read more →I came across this infographic recently and it really hits home how important customer service is to any business – whether you communicate with your customers online, over the phone or face to face. Customer service does make a huge difference financially. So if the research clearly
Read more →I believe one of the key drawbacks from getting staff to really perform is we make things way too complex. From day one, with induction of staff, we take them through our policies and procedures, then onto the job and they learn how things work with more
Read more →Every retail business wants to sell more to their customers and therefore grow their average sale. Most businesses that I work with include an Upsell process in their steps of service so staff know that it is a requirement to do this. Here is where it all
Read more →Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. They instill the values that matter, not just the process. Large organizations however
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