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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I love coming across articles and reports about companies who are doing it well in today’s tough retail market. I have mentioned this US company before as they do things so well in a very competitive market – fast food. According to QSR magazine, this retailer generates
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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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I was reading a recent article that listed a number of US companies that offer amazing customer service, based on a number of rating agencies. Three I have mentioned in previous blogs and one that I haven’t come across before. I thought it would be very worthwhile
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It makes for very sad reading when I see yet another report of a retail business going into administration. Just recently Rhodes and Beckett and Herringbone have joined this notorious list. They follow hard on the heels of Marcs, David Lawrence, and Allphones, who have ended up
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 →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
Read more →In today’s very competitive retail world, more and more customers are moving to online for various reasons. For traditional bricks and mortar retailers, it is essential to make it easy for your customers to purchase, otherwise, you run the risk of losing them online. Watch this video
Read more →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
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