What Makes a Successful Business? The Retail Solution CEO Reveals Tips for Businesses on How to Increase Sales by Providing an Outstanding Customer Service Experience
The Retail Solution CEO shares the secrets behind business profitability increase and customer loyalty.
Basing a business model on store discounts only discredits the business in the long run; a brand should be focusing on delivering its own products and services in a way that makes shopping an experience for the customer.
In an increasingly competitive business environment, progressive business owners consistently seek the answers to what makes a successful business, to continue to evolve with their ideal client to deliver their desired product or service.
Perhaps the biggest change in recent times is the rapid growth of the online sales sector, where convenience and low prices seduce customers into the digital world, and away from person to person transactions. In fact, online sales are almost doubling the spending growth of traditional retail shopping, according to NAB’s online retail sales index.
Retail training expert, Roger Simpson, describes online shopping as a “direct threat to retail stores”, and believes one of the reasons that online sales has increased so dramatically is because of the lack of emphasis placed on outstanding customer service. www.theretailsolution.com.au
“The focus on customer service has shifted for business owners and managers. Now it seems that price reductions and sales events are more important, and many owners consider these reasons to be what makes a successful business,” says Roger. “But basing a business model on store discounts only discredits the business in the long run; a brand should be focusing on delivering its own products and services in a way that makes shopping an experience for the customer, and maintaining that customer loyalty is what will automatically solve the problem of how to increase sales.”
According to the retail training expert, providing quality service on the front line will ensure customers will make the purchase, return for more, and recommend the business to friends and family. As part of this, Roger has witnessed the power of positive testimonials through social media firsthand, and has seen these testimonials translate directly into dollars and loyal customers. www.theretailsolution.com.au
“Most customers don’t expect much, but we’re all so connected to technology now that we’ve almost lost the ability to communicate with other people,” says Roger. “I often get asked ‘why is customer loyalty important to a business’, and basically when people receive genuinely warm and knowledgeable customer service that leaves them feeling good about the experience and exchange, they’re not only more likely to return, but also more likely to ‘spread the word’ to friends and family.”
Roger shares four tips on how to deliver outstanding customer service:
1. Team members need to know the companies’ customer service expectations (steps of service) – and why these steps of service are important from the customers’ point of view.
2. Team members need training to see demonstrations and examples of good customer service, and to learn how to deliver these steps to the required level.
3. Managers must be role models, so team members can see their manager walking the talk, and feel supported in a team environment.
4. Managers have to follow up and provide feedback, to identify if their staff are putting in place these steps and either encourage them to keep on doing what they’re doing, or help them if they are struggling. www.theretailsolution.com.au
“My experience shows that if owners and managers focus on their front line staff, are clear about what they need to do, and follow up, then service will improve,” says Roger. “And that’s important because we need to give customers a reason to come back and not just focus on trying to provide the cheapest price or else we’re not likely to make the money we need to survive and grow.” www.theretailsolution.com.au
The Retail Solution prides itself in delivering high sales and profits for retailers through leading edge consulting and training. The company also helps to maximise front line team performance through effective on-the-job training and coaching. On top of that, The Retail Solution provides the tools and techniques for building outstanding store and area managers.
About The Retail Solution
With over 35 years’ industry experience, Roger Simpson is recognised as Australia’s #1 authority on customer ROI in the retail industry and as a global expert on staff coaching, customer service and selling skills.
Roger’s expertise is maximising sales and service levels through lifting the performance of people. Over many years, Roger has increased business profits specifically by motivating and guiding owners and staff in their interaction with each other and with customers.
His company, The Retail Solution, has delivered training and coaching programs to retail clients in nearly 30 countries around the world, with most experiencing sales increases well in excess of 100 per cent.
Roger is called on frequently by customer service managers and CEO’s of retail organisations to analyse, design and implement profitable customer service projects. Roger is passionate about creating great customer service and a triple win for retailers, staff and customers.
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- Contact Information
- Roger Simpson
- The Retail Solution
- (61) 0417 056 589
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