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The Midas Touch

ONLY 5% RETENTION INCREASES TURNOVER BY 25% TO 95%

Many companies irrelevant of their size tend to forget that personal touch with your customers still the most important tool for a business. I came across this from a training programme and I felt it needed to be highlighted.

1) Take Time To Know Your Customers

  • Add the Human Contact
  • Reconnect with your customers
  • Try one to one engagement

This is like a streak of gold and will definitely pay dividends.

Can you afford to miss this?

This is just something all businesses should be aware of and take the necessary steps to ensure that your retention strategies are in place. This is essential for the growth and the smooth running of your business.

I have just written a white paper for 10 effective customer retention suggestions. Before we go ahead and look at this here are some statistics gathered by the US Chamber of Commerce and US Small Business Administration.

 

A Retail Legend

 

It is not often that you meet people who have qualities that make them a great leader. Don McCarthy is a true gentleman who is humble – a rare gem. I just had to share with you that he has always respected and cared for people who worked with him. He has just been awarded the Retail Legend title by the Retail Trust.

If anyone deserves this title Don McCarthy definitely does, after his enormous contribution to the retail industry. He has changed the face of many High Street Brands the latest being House of Fraser. 

Customer experience matters

Customer experience matters

 

With all the growing competition it is essential that your customers get the best and you have an edge on your competitors. It sounds simple but unless the skeleton is in place to achieve this it would be very difficult to achieve and maintain.

You want your customers to become fans rather than just customers as that would ensure a large degree of loyalty provided the service is consistent. There are several important factors that must be considered.

Your Team Matters

Here’s five  tactics to win over most of your customers

1 – Take ownership of mistakes and solve them satisfactorily

Lets face it, nobody’s perfect, we all make mistakes.  But when it happens to you, be professional enough to admit it to your customer and take immediate steps to make it right. This can be an opportunity for retention and hence make your customer a fan and not just a Customer.

2 – Look and Anticipate the Needs of Your Customer

Going the Extra MIle

This article I found by James Butler which highlights a lot of issues business owners fail to address and a lot of the time it is due to lack of time to get things done especially if you are a small business. That is just the right time to look at how you cna change the situation for your customers and turn them into fans.

This example illustrates this by highlighting the fact that it is the small business that goes the extra mile to turn the customer into a fan. Sometimes the large companies feel they do not need to go the extra mile due to their size.  

 

Does the PHYSICAL store play a part today

Long live the in-store experience

Tuesday 07 April 2015 - Guest Piece

Embracing change is important in any industry and retail is no exception. Mass adoption of new technologies has had a dramatic influence on the way consumers shop and has created new platforms for both browsing and purchasing. While online and mobile shopping is increasingly important for time-poor consumers, the significance of the in-store customer experience can’t be swept aside. It is now, in fact, more important than ever before.

Old fashioned Customer Service is Still Vital

Many companies irrelevant of their size tend to forget that personal touch with your customers still the most important tool for a business. I cmae across this from a training programme and I felt it needed to be highlighted.

Retention and Satisfaction

Customers are now more inclined to purchase from friends recommendations and online reviews. The Nielson Report states that a massive 84% of people trust recommendations from people they know.

Which clearly indicates that advertising and brand loyalty are definitely not the driving factors for their decisions. A further significant 68% of people make decisions after reading online reviews. Surely is it not time to harness this massive power from customers by putting retention programmes and services in place. 

What Happened to Apple's Customer Service

A special note for all Apple lovers.I always had a very high regard for Apple and it's customer service. I have recently been disappointed and heard stories about how Apple has failed to match their expectations. There were many but I feel this was by far the best.

Everybody who reads my articles regularly will know that I am passionate about customer service and retention. Most of the time it does not have to be very expensive you can achieve the best result for your company (hence increasing turnover) in a very cost effective way. 

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