Empower Better Retail - shoppers are there to solve a problem; to find something

Empower Better Retail - shoppers are there to solve a problem; to find something.

Better retail is not just about branding, ecommerce and psychological price points… no, retail is about engagement… especially in the store.

If you run retail, don’t forget about the customer experience.
They’re not there to shop; THEY’RE THERE TO SOLVE A PROLEM. To find something.They’re not there to take your time; THEY’RE THERE TO FEED YOUR FAMILY, AS THEY ARE THE CUSTOMER.
Imagine every shopper wearing a big sign that screams: “MAKE ME FEEL IMPORTANT!"

A quick story about retail for sales success, ages ago one of the legacy five-and-dime empires had a poor reputation for customer service. So they launched a campaign to battle their rotting image.

The CEO himself went on television announcing he had a phone installed near the front door of every store and ANY customer could use it to call his office directly, if they had a problem. WOW.

Sure enough, you visited the stores and each and every one of them had this table top setup right inside the main door. A big picture of the boss with a red phone and big sign that said: "If you're not happy, call me now!"

Do you know how many calls he got?

NONE!

Because next to every table top setup was the store manager who made sure no one went near that phone. The store manager was empowered to solve the customer satisfaction riddle.

The whole thing was a marketing success to change their brand image AND it was transformative for the in-store culture as the customer became the focus.

I hope this story empowers better retail in your world.

Kevin Graham is KGWOW.

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