December 15, 2016
Customer reviews are very influential and can increase your sales more than marketing with a paid ad but can be hard to get. Here’s 10 proven tips to get customers to review your business online.
Attract, Close & Delight Your Customers
December 15, 2016
Customer reviews are very influential and can increase your sales more than marketing with a paid ad but can be hard to get. Here’s 10 proven tips to get customers to review your business online.
Topics: Marketing, customer experience, customer engagement
June 12, 2016
As a motivational speaker, I travel a lot and encounter customer service mistakes all the time.
Topics: Retail Sales Training, omnichannel, customer experience
May 08, 2016
Update: The Cubs start the world series tonight. They had not won the National League pennant in 71 years until finally winning it this year. You can tell a winning team as this blog I wrote many months ago shows...
I was watching the Yankees and the Red Sox game last week. Both teams seemed like they were just going through the motions. I was bored because they seemed bored.
Topics: Retail Sales, Retail Sales Training, customer experience, brick and mortar
February 17, 2016
Many times, when it comes to exceeding customer expectations and failing miserably, we can't see the forest for the trees.
Topics: Retail Sales, Customer Service, Retail Sales Training, Retail, customer experience, hotel, spa
January 20, 2016
In many ways, retail is a lot of moving parts and yet in others it is very simple: Treat customers as you would want to be treated.
Topics: Retail Sales Training, Employee Management, customer experience, retail customer service,
December 29, 2015
This is a post about why brick and mortar retail stores still rule in a world of omnichannel. Reports of their demise often dismiss their greatest asset, but this greatest asset can ensure their longevity.
Topics: Customer Service, Retail Sales Training, omnichannel, customer experience
July 26, 2015
A lot is being written about how to engage retail customers in stores. That’s because there is a lot of interest in technology including apps, kiosks and digital media to get customers to do something.
This post isn’t about that…
This post is about how you can use three different platforms to engage your current customers, attract new customers, and nurture your tribe of followers.
Topics: Marketing, Technology, Retail, customer experience, hashtags
June 04, 2015
Were you ever picked by a teacher to come up in front of class when you weren’t prepared to speak?
It felt like hell, I bet.
There’s an area of your retail store shoppers will avoid; it is the first eight feet after your doors. Some call it the decompression zone, some call it the threshold area—it should be called The Hell Zone.
The Hell Zone because shoppers don’t want to go there. They might remember a past experience where an aggressive employee pounced on them wanting to shake their hand. Or they might remember another employee asking them a question, when all they wanted to do was get their bearings. They had to blurt out a No just to get rid of the pesky employee.
Topics: Retail Sales Training, customer experience, selling tips, Hell zone
April 26, 2015
I used to be the Chief Marketing Officer of a coffee franchise.
My office provided all kinds of marketing support for new stores, a complete promotions kit – even a costume character.
We knew how to get people to the stores.
The best operators took advantage of this and understood all our efforts stopped when the customer reached their front doors.
For it was then that the brand promise morphed from a digital or printed image, to the face of the person working behind the counter.
And that is when the brand was judged adequate or found wanting.
Topics: Marketing, Employee Management, retail employee, customer experience, retail customer service,
March 12, 2015
A lot is being written about customer engagement in retail.
How retailers are trying to engage shoppers to their bricks and mortar locations by making the store more like an online experience.
And the more information IT departments can gather using Big Data and feed it through an algorithm, the more personal they can make a customer’s shopping experience.
I have news for them…and therefore for you...
An algorithm is what causes those ads that stalk you after you’ve visited a online retailer. It’s what shows up next to your Facebook feed, pops up next to your New York Times article, and what generally annoys you.
It cannot look you in the eye; it cannot talk to you; it does not have a heart.
Topics: Customer Service, Retail Sales Training, customer experience
©2017 Bob Phibbs The Retail Doctor