The digital age is well and truly here, with 88% of customers using digital channels at some point in their shopping journey. However, close to two-thirds of shoppers believe non-digital channels are better. This means retailers have to have both channels operating in unison and they can’t
Read more →Posts Tagged customer experience
Recent research has uncovered that nearly 33% of employees don’t trust their employer. No wonder employee engagement is at an all-time low. So how do you build the trust of your team? Watch this video for 3 simple steps that will go a long way to doing
Read more →As another new year kicks off we are always inundated with predictions for the year ahead. With Trump in power, the year should be very unpredictable!!! Setting politics aside, I was reading through a few blogs and articles and a few common trends have been appearing so
Read more →Retailing in 2017 is going to be challenging yet exciting for every retailer. With the onslaught of technology ramping up, customers are being bombarded with new ways to shop. Amazon Go is coming and this will certainly impact a number of retailers. The technology that allows shoppers
Read more →I find it fascinating that retailers are often searching for the next thing to wow customers when they can’t even get the basics right. By basics I mean the following: The best team members you have, consistently provide this level of service each and every day. Unfortunately,
Read more →To me, the key to successful retailing is when your frontline team and leaders/managers are all working together in harmony. This collaboration is so powerful and generates a massive positive feeling for customers, who can sense the harmony in the store. I’ve experienced this a few times
Read more →A recent article in “Inside Retail” caught my eye and I wanted to share my thoughts. The article “Spanish Café adds “rude tax” for customers who don’t say please: Could it work in Australia?” Click here if you want to read the article. When customers order their
Read more →Watch this video for ideas on what has made Metro Bank in the UK, one of the fastest growing banks. Their focus on developing strong relationships with customers helps them stand out against the traditional big banks and gain massive market share after only 6 years in
Read more →This video shares recent research that identifies why the price of petrol is not the main factor to get customers to return. Number one is the appearance of the service station inside and out, and number two is the level of customer service. Price comes in at
Read more →All retail stores want to increase their sales and most use upselling as a way to sell more to their customers, however most staff do it poorly. Customers know when staffs are trying to upsell and they and staff feel uncomfortable with the process. Learn how to
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