In any business, customer service should be job number 1.
Don’t get me wrong, creating profit is important and putting your everything into consistently delivering an exceptional experience are goals but without satisfied customers, none of the rest matters.
One of the areas many businesses fall down is their post-purchase customer service. Continue reading Why Your Customers Would Rather Have To Speak In Public Than Call Your Customer Service Line »
How do I get more customers? That is a frequent question to my retail consultancy.
When you are trying to attract customers and get more foot traffic the focus is squarely on your appearance. Like any Hollywood stylist you want to make the most of what you already have to look your best.
“Coupons were a drug,” - Ron Johnson, JC Penney CEO
Beginning over ten years ago I was the lone voice saying coupons don’t work to market a profitable retail business in my first book, You Can Compete.
When Groupon and the rest came in a couple years ago, I shouted even louder.
Still a lone voice.
But were my fans listening?
Sadly, not all of them. Continue reading Marketing With Coupons: Do You Need a JC Penney Drug Intervention? »
Online customer reviews mean your small business reputation is now exposed in a variety of places.
While thinking about writing this post about how to monitor your online reputation, I recalled an afternoon when I was in the quad at Woodrow Wilson Jr. High and Marnie James breathlessly asked me, “Do you know what Ben is saying about you?”
I had to know. Continue reading Online Reputation: How to Monitor and Respond to Customer Reviews »
If you’ve been in retail sales at all, you’ve had an experience selling to a difficult customer. It’s like this…
You’re going along in a sale and somehow, somewhere a light bulb goes off and you realize you just aren’t clicking with your customer.
They’re difficult. Continue reading Selling Tip: How To Sell To Difficult Customers »
