I came across this TED talk by Bobby Stuckey, who owns an Italian restaurant in Boulder, Colorado and was very impressed with his definition of service v hospitality. As he says most people think they are the same thing, but he has a different opinion and believes
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As a customer myself, I love loyalty cards and I have to confess I have a few in my wallet and a lot more on my desk. I particularly like my coffee loyalty cards, yes I have more than one, that free cup of coffee just seems
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Recently I was in a store waiting in line to be served and I came across a staff member who was wearing a name badge similar to this one. Sam (not his real name) was proudly wearing a name badge with his name and the words “Here
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I am staggered when I visit stores or run training sessions and staff (worse still managers or owners) don’t know their numbers. By numbers I mean the obvious ones such as Average sale, Items per customer, Promo conversion and Loyalty card conversion. As one CEO said to
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Every retail business wants to sell more to their customers and therefore grow their average sale. Most businesses that I work with include an Upsell process in their steps of service so staff know that it is a requirement to do this. Here is where it all
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Yet again, research has proven how important customer service is and in this statistic how it can drive revenue. Most of us want a positive experience when we are a customer, whether we are buying petrol, clothing, food, in fact everything. Some further research from McKinsey &
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Recent research from US Company RightNow, found that 66% of customers cited customer service as the biggest driver for encouraging greater spending. This would have to be the case with Apple. In this short video clip, Carmine Gallo from Forbes reveals the 5 Customer Service steps that
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Richard Branson has been incredibly successful in starting up and growing businesses all around the world. He puts a huge emphasis on employing the right people and training them well. I love his saying he uses “Train people so they can leave, treat them well so they
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We all know the figure that it costs five times as much to acquire a new customer than it does as keeping an existing one. So how do businesses retain their valuable customers? There are a number of important factors, one we strongly believe in is offering
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I love it when a business does something a little different to stand out. Here is an example of a small café trying something and achieving great results and a lot of free publicity. A café on the NSW coast is using a simple but innovative marketing
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