Articles with Retail Industry Customer Care

Turning Ducks into Eagles

We all know that the best customer service has little to do with systems, processes, loyalty programmes and similar unless you first get your staff on board. The biggest challenge facing you is how you get every person in your company both able and willing to take care of customers. The job of all managers is to turn ordinary people in customer champions – in spite of the fact that dealing with customers is often very hard.

Where Does the Practice of Tipping Staff End?

Tipping is a practice which, in theory, ensures that service staff provide better experiences to customers. In practice, there is no guarantee, and it can become quite an expensive option.

Why Is It So Overcrowded in Some Stores?

Managers sometimes don't understand how important is the look and feel of the physical environment of their businesses. In this article we take a look at the problem of using customer space to pack stuff that should be in your warehouse

‘TIS THE SEASON TO GO THE EXTRA MILE FOR YOUR CUSTOMERS

With only a couple of weeks to go until Christmas, shoppers are starting to feel a bit stressed by the insane nightmare of mass advertising, crowded shopping malls, overstretched banks, and businesses that never seem prepared enough. As a retailer or store-owner it’s one of the busiest times of the year and a hugely important period that provides the perfect opportunity to give your customers memorable shopping experiences that make their lives easier and spread Christmas cheer. Here are a few little service treats that you can include to get your store ready and get your customer service team into gear to spread some love – just for the sake of it!

Amazon.com versus the World

No-one will argue that amazon.com has changed the way customers buy things forever, and in a very positive way for customers. But what can traditional retailers like Exclusive Books do to prevent a total meltdown for their business? In thei article we look at the alternative choices for traditional retailers, but there are lessons for all businesses too.

Another Way to Rip Off Your Customers

In times like these, companies look for whatever advantages they can in order to remain profitable. But it's a bad strategy to steal from your customers.

Blinded by Company Loyalty

Previously successful companies often suffer from complacency and denial, and this leads to serious problems for the business. How can this be avoided?

C.R.M. Can Be Really Magical – When It Works

Companies spend fortunes on expensive CRM systems, but more often they are used to save money rather than make the lives of customers better. Here's how to make sure it pays off.

Practical Tips on Customer care

There is a growing trend towards customer self-service in business today, and it's usually introduced to save the company money on operational costs. But will your customers hate it as much as they hate call centres?

Diamonds May Be Forever - But That's Not What YOU Sell

Most managers believe that they need to differentiate their brand by offering something that is unique and distinct, but unless you get the basics incredibly right, no amount of "fancy" stuff will keep customers loyal.

Does Showrooming Mean Death to Your Business?

"Showrooming" is the practice used by customers to physically examine and compare products that they want to buy - before ordering the same products online probably for a lot less. Does this spell the end of traditional bricks-and-mortar businesses? Not if they do their best to add value and give customers great experiences.

Easter the Time to Get Cracking On Service Improvements

As we approach Easter and the beginning of winter, the time to create warmth and spread good news with little things is ripe. Here are some examples.

How Do You Keep the Excitement Going?

Whenever a company embarks on a process to create a culture that delights customers and creates loyalty, we usually recognise four very distinct phases in the process: Awareness, evangelical, frustration, and performance.

Customer Management Strategy

They’re here, a whole new generation of ‘Teens’ and ‘Tweens’, the 15 to 25 year olds of today, making up around 24% of the population, who will change the face of retail shopping and already demand a high level of ‘customer care’. Mostly not yet salary earners, these young people nevertheless, through their parents, exert a massive influence on retail spend and their time is coming soon as the primary spenders themselves. 16 to 34 year olds in Africa today will contribute to over $400 billion in total consumption growth in the next ten years!

How to save your business from difficult customers

Unhappy customers often show poor courtesy, rudeness and bad behaviour when they are unhappy. Some of the “lesser” bad behaviours include cheap shots, cynicism, and sarcasm, but can also include exaggeration, scepticism, unreasonableness, demanding behaviour, impatience, and some mild swearing and insults. Even though we may not like their behaviour, we need them more than they need us. So what actions can you take when you have a difficult customer?

Miao! & Woof! How to Deal With Pets in Your Business

When customers come into your business bringing their pets, it can create problems for you. Here we examine some possible solutions to avoid trouble

No Company is Untouchable Anymore

It is impossible to keep a lid on lies and cheating. You can post your version of events on your web-site. You can release a press statement. It doesn’t matter. By the time you react, considerable reputational damage will have been done. The public will remember - you can’t eradicate the damage with a corporate statement. Trust has broken down, and as citizens and customers we have come to the point where we don’t even trust the news anymore.

No, You CAN'T Have It All

In today's turbulent times, many companies are cutting back on quality and service. If customers think that prices don't show the same decrease, you will get into trouble.

Customer self-service

So many businesses become so enamoured with their products and offering that they forget that it's about what customers need and want. Getting a video camera to produce some simple YouTube videos turned out to be a nightmare. Except for the last store.

Please Pick Me!

The enthusiasm of small children in a classroom can also inspire people in business. How can we get adult employees to imitate the energy of children whose teacher asks a question and the little hands all shoot up?

Same Old, Same Old... And I Love It

Sometimes in this complicated world we need to give customers products and experiences that are consistently the same as they always were.

Some Will Get It... Some Never Will

Can you coach someone with a bad attitude? Probably not, but how do you recognise people with a good attitude?

Stop Trespassing on My Real Estate

Companies today are looking for any way to promote mass advertising, and they are using the internet to do so. They are making more enemies than friends by pushing unsolicited and unwelcome adverts everywhere.

Is the World Really That Bad?

The world is seemingly filled with bad news - but that is not always true. Your business can delight customers by reminding them about the good news.