9 05, 2014

4 things to include in your Customer Service Strategy. Match it to customer service training

I've been delivering Customer Service training in Adelaide so long I really get excited when I experience service excellence. I recently received some fantastic service from a sales consultant. Their selling skills were amazing, they made me feel important, answered all my questions and convinced me that their offer would be perfect for me. I [...]

21 02, 2014

Please Retailers, Focus on your Customer – Not on the product

Anyone go to Department Stores for Service any more? I haven't been to a department store in ages it always seems to be hard to find what I'm looking for and it does take a long time to get there. But today I was looking for just the right thing. A special gift for a [...]

17 02, 2014

How not to be Customer Focussed

Customer Service is my 'thing'. I consult on the topic, deliver workshops, help organisations develop strategies around it and most importantly I am very passionate about it. I'm always on the lookout for someone delivering excellence and go out of my way to let them know what an outstanding job they're doing. So when I'm [...]

5 11, 2013

You have 3 seconds to attract customers

You have 3 secs to attract your customer into your store; .....1.....2....3 Whether they decide to enter or not will depend on how attractive and inviting your display is. This article analyses how different personalities are attracted to different types if displays. Knowing your target market and what type of customers you wish to attract [...]

5 11, 2013

Are you ready for the Gen Z shopper?

"today’s 14 to 19 year olds will be the largest group of consumers worldwide by 2020, making up 40 per cent in the developed world" This article analyses the behaviour of the Gen Z shopper. As predicted they display very different buying behaviour having a larger gap between seeing and buying. With 40-80% of current [...]

5 11, 2013

The Generations approach to retail

This is an interesting article which looks at what shapes each generation's approach to retail as well as the future spend. For example did you know that Generation X & Y are half of the current retail spend? If your business is targeting these customers then its worth reading about how you can tap into [...]