RETAIL GREETERS: Sales Builders or Customer Turnoff?

Do you need greeters or should you avoid them? That is the perplexing question many retail organizations are struggling with today. Often touted in the press as... Read More

Do You Want More Profits? - Follow The Golden Rules Of Providing Good Customer Service

Last night I was at my computer and a Skype chat window opened up with a link in it from a stranger. I clicked the link and... Read More

Customer Service - How Good Are YOU?

At 8.30 am a wealthy client (on his way to make a presentation to the local council at 9 am) walked into a store that sells photocopiers.... Read More

Customers - What They Really Want - 6 Secrets of Customer Service

What customers really want can be divided into two areas.Firstly - they want the core service of your business to meet their needs. They expect your product... Read More

Customer Satisfaction Is Your Business

Regardless of what business you are in - you are really in the business of satisfying customers. The degree of customer satisfaction you deliver determines the level... Read More

How to Walk the Floor and Talk to Customers

This may seem a strange topic to introduce. Yet, it is the most under-used skill by many retail managers, but one of the most important roles in... Read More

Cheap To Keep

You've heard it all before when it comes to stats about customer retention. Acquiring a customer costs five to 10 times more than retaining one. Repeat customers... Read More


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Whats Love Got To Do With It?

Customer Loyalty, we all want it. Don't we?Some people say it's dead - they say that customers are fickle, that they don't want loyalty, that they just... Read More

Are You A Coward? I Was

Over the last month, I have come to hate emails and answerphones; not because I get 100 emails every day but because emails and answerphones are fast... Read More

The Consumer Power

While most companies talk about consumer friendliness, customer centricity, customer relationship etc. more often than not they are mere lip service or jargons with little sincerity behind... Read More

Customer Feedback: Everyone has an Opinion - USE IT!

Have you ever been in a department store and known exactly what you were looking for but couldn't locate any staff to help you find it? Think... Read More

The Great American Customer Service Unawareness Campaign

Q: I'm so sick of you so-called business experts always saying the customer is always right. This is my business, not the customer's, so I'm the one... Read More

The Number 1 Rule for Businesses - Be Professional

Have you ever walked into a store and things looked sloppy? Stores should have nice neat displays, right? Normally, yes, but sometimes they get a bit messy... Read More

What Every Manager Should Know About Seeing the World from Where the Customer Is Standing

It is important to remember that the customer doesn't necessarily see things in the same way we do. This point was brought home to me one day... Read More