As we all know, artificial intelligence (AI) is starting to play a big part in the world of retail. From chat bots dealing with customer inquiries to augmented reality, AI is here and here to stay. Amazon Go is a prime example of AI in action –
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I recently came across a great interview conducted by one of my favourite customer service authors, Micah Solomon, who was lucky enough to interview Sir Richard Branson. Wow, a great customer service guru and the world’s best entrepreneur both of whose opinions I really value. So I
Read more →Excellent and consistent customer service will only happen when the senior members of an organisation are on board and are supportive. If they’re not, then it becomes just lip service. Research from Genysis further supports this – 58% of companies with a high degree of profitability relative
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I have spoken many times about retailers needing to create positive in-store experiences to ensure customers not only purchase during that visit but are tempted to return. Retail spending is trending more towards experiences rather than material items. However, whatever you sell, by creating a consistent, genuine
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2018 will be another challenging year for retailers in Australia for many reasons. Amazon and other online players entering the market, pressure on rents, wages and margins are just some of these reasons. Major brands are closing and the iconic department stores, Myer and DJ’s are struggling
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If you want to ensure your customer service isn’t in the doghouse, it might pay to think about treating your customers and your staff like you treat a dog. Sounds like an oxy-moron, however, there is some great value in this thinking. I read a recent article
Read more →Recent research highlighted that 81% of customers just want the basics of customer service to be in place when they get served. Sounds easy but a lot of retailers can’t get this right. This video identifies what these basic steps are and why they are so important
Read more →This video identifies three retailing trends and how to ensure you and your team are up to speed with these changes in retail. Retail has probably never been so competitive and it will surely get more so, being on top of these trends is critical.
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The age old conundrum, who is more important customers or employees? This question which I’m sure has many different answers, is an interesting one. Without customers we don’t have a business, however the same applies that with no employees we also have no business. I grew up
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It is quite a challenge to continually maintain a great customer service culture, so much easier to be one of the many who pays lip service and provides mediocre service. A great customer service culture requires focus and an ongoing commitment to always look at ways to
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