Category: customer service
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The 6 Best Retail Strategies for 2022: No.6 Retail People Strategies
in customer experience, customer service, customer-engagement, disruptive retail, impulse retailing, in-store services, luxury, meaning in the retail madness, new retail, personalisation, renting, retail, retail businesses, retail management, retail organisations, retail strategy, store experience, store operations, store operations audits, store operations compliance, store theatre, visual merchandising, visual merchandising operations, vm compliance, vm operations, VM Selling ToolkitPeople: The shopkeepers of today Select any retail business, and you are most likely to discover a culture of colleague collaboration, trust and respect. However, retail has a chequered history of human resource management and interpersonal approaches, to say the least. Even in the best run businesses today there is still plenty of scope for…
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Online retailing is becoming ‘expert in ‘selling’ but forgetting ‘how to give’
Online retailing is becoming ‘expert in ‘selling’ but forgetting ‘how to give’ I am sure I am not the only one to have been disappointed and disgusted at the condition of some products that arrive on my doorstep, from online retailers. My latest experience was the receipt of some ladies coats from one of the…
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Bloom & Wild: Delivering a fragrant revolution
Bloom & Wild: Delivering a fragrant revolution I’d recommend that we all spoil ourselves with flowers. Not, for the hell of it, and not any flowers. Just those delivered by Bloom & Wild. Their story is not about flowers, no matter how beautiful they are, but about disrupting a market where with one decisive initiative they…
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The Consumer is Dead: Long live the Retailer Community
The Consumer is Dead: Long live the Retailer Community Consumer is such a terrible way to describe the people who come into our stores and spend money with us. It’s equally inappropriate and impersonal even for those who never dare to darken our doorways. Consuming is a process of devouring without consideration. Power stations devour…
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Lush: Creating Communities and always in Conversation
Lush: Creating Communities and always in Conversation Even those customers who would never consider crossing the threshold of a Lush store, never mind investing in a bath-bomb or a slice of specialist soap, are charmed and engaged by the customer experience they find. I’ve accompanied many clients and colleagues to stores and what astounds them…
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Retail & the Circular Economy: Square Pegs in a Round Whole?
Retailers can learn from the Circular Economy by becoming communities and not just sequences of job functionality. Positive actions & interactions stimulate others. Waste is minimised. Waste of resources, products and of time. And the waste of people – their energy, goodwill, knowledge, ideas and enthusiasm. I have to say that the concept of the…
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A Retail Dilemma: “No Business, No People!” or “No People, No Business!”
A Retail Dilemma: “No Business, No People!” or “No People, No Business!” Thanks to everyone who contributed to last week’s post on John Lewis and their approach to investment in the face of cost-cutting and delivering profit. One really important issue raised is a fundamental dilemma for current retail strategists. “No business, No People!” Of course,…
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