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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

This is almost like what Amazon does when they suggest other items — "People who bought that, also bought this." Rather than the up-sell or cross-sell, this is the alternative-sell. This can work especially well for the lower priced retailer with more "value conscious" merchandise that compares to more...

Be careful about taking the "advice" of customers. Remember what Henry Ford said: "If I had asked people what they wanted, they would have said faster horses."

That doesn't mean to ignore the customer's feedback. Not at all. Just remember Mr Ford's sage advice.

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Video is huge. I've been telling clients that you can own a market with the proper use of video. You can do product demos, educate the customer, use it for marketing purposes and for customer service. You'll find the best companies are exploiting the video opportunity to its fullest...

The old saying goes: The apple doesn't fall far from the tree. If your parents are bargain hunters, the kids will be predisposed to bargain hunting. That said, the retail world is doing a great job of conditioning us to wait for sales. Be sure to match prices with...

Retailers need to find out how well they are doing with their customers. Best way to do that? Ask them! The survey questions are as important as the way you ask the questions. Is it via email, phone, in-store, etc.? Depending on the type of business and the demographic...

If the "retail" price is really an inflated price — and the customer discovers that they've been duped as a result of a questionable (I'd almost used the word unethical) pricing strategy — they will quickly lose confidence in that retailer. No trust can turn into no sale.

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Great concept for those consumers who may not be able to afford to buy outright. The subscription model, which ultimately this is, is a hot business model. Also, this allows a consumer to test the waters and try new things out. Looking forward to seeing how Bye Buy works...

Reviews and ratings from customers are more important than ever. It's word-of-mouth endorsements that help sell the books. Anything to ensure that the reviews are legit will only help the buyer's confidence.

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Mobile is still viable, but it hasn't hit critical mass. Part of the reason is people haven't accepted it and, more importantly, the value isn't there. It is working for some retailers. Find out what these retailers are doing that is different and you have part of the answer....

I'm a customer service guy, so I'm partial to question number five, which is about handling the angry/upset customer. Love to hear how someone turned a situation around. Many times you can see them get excited as they share how they turned the rant into a rave.

I'd ask about...

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