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service

service Archives

Management

When was the last time you measured your customer service?

Why are retailers focused on 'experience' when they can't get basic customer care right?
Management

Hope is not a strategy

Retailers need more than hope to change their trading results.

Customer complaints have zero ROI

Focusing on customer complaints can have a range of negative impacts on businesses.

Technology desperate to be liked

Asking for systemised likes and ratings after every transaction is only going to end up alienating customers.
Management

Should you leave customer care to the least trained staff?

The paradox of putting our most inexperienced staff in front of our most experienced customer.
Suppliers

Is being 80 per cent ‘fit for business’ enough in today’s competitive world?

There are very few retail businesses that can afford to lose 20 per cent off the topline and survive.

Fake news and fake reviews

Why marketers need to collect validated customer feedback data to combat this issue.
International

Do you want fries with that?

Why do business owners tolerate mediocre sales people?

Four big switch offs

Risk these four main issues at your own peril.

Are marketing initiatives destroying the customer experience?

Retailers need to remove the rose tinted spectacles and question the practicability of ivory tower initiatives.

Is the customer always right?

Combatting customers' cantankerousness: how to rise above a difficult shopper's ire.

Store managers are the kingpins

Retailer's need to pay a visit to this regional store to witness first hand what is happening there.

What does convenient mean to the 21st century shopper?

Until the ‘beam me up Scotty’ machine arrives, retailers need to think about what being convenient for customers actuall...

Culture eats strategy for breakfast

This “fluffy” concept really makes the difference between success and failure.

Retail despair

How can a retailer ignore its customers and still be in business?

Birthday emails won’t sway customers

Research shows ‘Baby Boomers’ care most about product quality, customer service and complaint handling.
Technology

Retail 101: Don’t forget the swing tag

Product, price and service are still the fundamentals of good retail.

Australia Post ups services ahead of Christmas

Australia Post confident services will be more reliable this Christmas following network upgrades.

The rebirth of service

Rather than old fashioned then, perhaps service is a classic, writes Clair van Veen.
Inside Retail

Cafe’s new service focus

A homegrown cafe chain is expanding its presence in international markets.