One of my biggest frustrations is trying to get a problem fixed when things go wrong. We have all been there, a product we purchased doesn’t work, a garment is defective, and whatever the problem is we just want it resolved quickly and promptly. This is when
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The following article was recently featured in Inside Small Business, and I thought would be worth sharing. With the ABS reporting that retail sales have come in below expectations for the third month in a row, it’s not the brands stocked, the fancy window displays, or even
Read more →You can tell from the moment you walk into a store if the staff and store manager have a collaborative approach. There’s a great vibe if there is and a feeling of coldness, lack of energy if not. Customers love the positive feeling that comes with a
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With all that is happening in the Australian retail market, the signs are very obvious that retailers have to get better at offering consistent levels of customer service which is one part of the customer’s entire experience. The most common comment I see from retail experts on
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Having been in a customer service role most of life, starting out delivering papers at 13, I have seen and experienced a large variety of customer service interactions. These days, unfortunately, it is very difficult to find businesses that consistently offer great customer service each and every
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We all know the giant business Amazon, which has achieved phenomenal success over the past 22 years. The company, with revenues exceeding $100 billion, a share price over US$800 and with 244 million US customers, is obviously doing lots of things right. Its founder Jeff Bezos, has
Read more →Professionally dealing with complaints is critical if you want to keep your customers. Statistics tell us that 96% of customers won’t complain, they just leave and most don’t come back. Learn how to deal with complaints when you watch this video
Read more →The influence of traditional advertisers is reducing, with the power of social media taking over. Shoppers are becoming more likely to listen to their friends and even strangers via reviews. Shoppers now have all the power and retailers need to lift their game or run the risk
Read more →Customers can easily abandon an online purchase if they get frustrated. Shoppers in a retail store can also abandon a purchase for many reasons. Watch this video to learn how to avoid the pitfalls that stop customers from buying.
Read more →Retail is challenging, with lots of competition from competitors in both bricks and mortar and online. The answer to growing sales is to sell more to your existing customers. Research tells us the probability of selling to an existing customer ranges from 60 – 70%, whereas it’s
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