There has been a lot spoken and written about the demise of traditional retail stores, called “bricks and mortar” since they occupy a physical location that customers visit. The advent of online shopping has certainly taken sales away from physical stores; here in Australia, it’s around 7%
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We all know that increasing sales in retail, in the current environment, is a big challenge. There’s a lot of obstacles to firstly get customers into your store due to online and other competitors, let alone getting them to purchase when they come in. However, plenty of
Read more →How do you create and maintain an amazing customer-focused culture? It takes a lot of hard work but the pay off is immense – more satisfied customers, who will spend more and come back more often. So what are the other benefits of having a customer-focused service
Read more →When customers complain, it provides you with an ideal opportunity to turn the situation around so the customer becomes an advocate. It’s not going to happen every time, however, a number of retailers don’t handle complaints very well at all. In this video, you will see two
Read more →For just about every retailer, repeat customers are the lifeblood of their business. This might be getting customers to come back every day, weekly, monthly or in some cases every few years. Regular customers are great, they know their way around the store, how it flows, know
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I’ve had numerous discussions with colleagues and retailers about the Australasian attitude to customer service. The consensus is we don’t seem to be very good at it! One opinion that comes through, is our attitude seems to be that serving is a bit beneath us. I hear
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One of the big buzzwords in retail over the past year or so is “Experience”. Provide the customer with an experience and they will stay longer, purchase and spend more while in the store. I love the word experience as long as it has another keyword in
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Retail has certainly been turned on its head, with the power to purchase firmly in the customer’s hands – literally. Technology is changing everything about the way customers shop and we had better get used to it as the changes keep on coming. Only last week Amazon
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This week’s blog comes courtesy of 16best, a company that specialises in providing information on the 16 best products available based on their research. Karthik Reddy, 16best’s Community manager, approached me with a very interesting infographic, they had developed, that I thought was well worth sharing. It
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I, like a lot of shoppers, 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. Sometimes it’s as simple as the team member engaging with me in a conversation. I recently experienced
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