In 2017, retail brands are scrambling to differentiate themselves. There is still some product exclusivity left but for the most part, product X can be replaced by product Y. This then just leaves price and the customer experience as ways for companies to stand out from their competitors. Customer experience is the key to making your customers loyal, and giving them a reason to pick your organization over the one down the road. In fact, if you are good enough, the customer will talk you up and tell their friends that if they need product X, go see Retailer ABC. If you are really good, the customer will become a promoter, a brand ambassador and is excited about doing business with you and receiving messages from you. The customer might even be delighted by any interaction with your retail brand. You may be thinking there isn’t a company in the world that creates experiences that would invoke this kind of customer reaction; there is and that company is Disney.Continue Reading
There is more focus on customer experience now than ever before. Interestingly enough, when you read why brands are focusing on the customer experience the reasons given are more excuses or accusations. What we’re not seeing are brands aspiring to have a great customer experience because that’s what best for their business. Typical reasons given include the following:Continue Reading
Imagine a world in which your customers are so excited after shopping at your organization that they rush out to tell their friends and family. If this happened with every one of your customers you wouldn’t need to spend a dollar on advertising because all your advertising would be done for you. (Well, this is a little bit of an exaggeration but you get the point).
Sales would sky rocket; earnings would double; staff, stakeholders and obviously customers would all be happier. This is not a fantasy world, this can be achieved by managing a rating by customers from one simple question “ How likely are you to recommend?” It is called the Net Promoter Score.Continue Reading
The idea of what is Customer Service means different things to different people. In order to create a consistent, outstanding customer experience we all need to take responsibility for our actions and involvement with the customer (so it is never not our job); always make it personal, and by that I mean it make your personal mission to be better in all aspects.
I believe business is increasingly tilting toward a winner takes all culture: in other words WITFM (What’s in it for me?). This is not about the demands shareholders are putting towards operations for results (although this is part of the problem). It boils down to the individual actions and attitudes of our teams and our customers on the retail floor.
As I look at the retail landscape I see retail failing to meet customer expectations. The reasons are many: the customer can now educate themselves better than most in store representatives. The retail store is limited by the brands they offer versus the brand that a customer may want. The store in of itself is inconvenient, you have to travel to a location on your own time often off route. Layer on top of this average customer service at best it is easy to understand why customers are trying to go direct to brand or heading to e-commerce in ever increasing numbers.