Retail News

Are Your Customers Satisfied? Or Wowed?

Jan 13, 2011 by Confero Inc.

According to Ritz-Carlton’s Diana O’Reck, satisfying customers is average performance and does not make you stand out among your competitors.  For Ritz-Carlton, the goal is to go beyond satisfying guests and do what is needed to keep them coming back.  Employees create relationships and an emotional connection that ultimately results in more engaged customers.  Ritz-Carlton management provides constant reminders for employees on how to “wow” hotel guests.  Managers provide all employees with a “gold standards” pocket-sized card which lists the firm’s five main customer service rules.

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25 Resolutions for Customer-focused Organizations

Jan 13, 2011 by Confero Inc.

  1. Speak customer, not industry jargon. Make things easy: don’t make your customer have to understand your business. Industry jargon and double talk don’t get or keep customers. While some disclaimers may be legal requirements, ensure your staff does not go too far. There’s a nice, achievable balance between industry jargon and talking down to a customer.
     

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February 2011: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition

Feb 02, 2011 by Confero Inc.

  • Consumers continue positive holiday buying trends into Valentine's Day purchases. The National Retail Federation reports that, on average, customers will spend roughly $116 for Valentine's Day, an 11% increase from last year's $103.
     

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Customer Experience Goes Beyond Local or National

Feb 02, 2011 by Confero Inc.

“Buy Local” campaigns communicate convincing reasons why residents should shop or dine at locally-owned stores, including support of the local economy and reduction of environmental footprint, since buyers don’t have to travel as far to make purchases or dine out.  The campaigns emphasize that local company employees usually know your name and make shopping or dining at their business a far more personal and satisfying experience.

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Dress Codes and the UBS Debacle

Feb 02, 2011 by Confero Inc.

Restaurants, grocery stores and banks all have something in common – an employee dress code.  Some companies, such as UBS in Sweden, have traditionally taken dress codes to higher levels.  A 44-page guide for employees contains specific directives about employee nail care, glasses and even underwear.  Recently, though, UBS announced that it will change its strict policies to more practical dress guidelines.  While most companies don’t manage company appearance down to such small details, many have some type of code in place, whether it includes wearing name tags or collared shirts, or directing employees not to wear jeans, nose rings or multiple earrings. 

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