Let me start by saying that this is a true story, I’ve just subbed some of the exacts with replacement names etc to be respectful to the client.
So, just today, a retail team member came to me in a rather flustered manner. He explained to me a customer experience mishap that had occurred over the weekend. A customer was in store (let’s call this store a) looking to purchase a rather expensive piece of equipment. This store’s sales team by all reports, performed a very thorough and caring sales process. The customer was committed to the purchase, but at the end of the sale, revealed that this product needed to get 180kms away from where this store (store a) was positioned. The sales team politely pointed out that there’s a closer store (store b) to the products end user location, hence, would save a rather hefty delivery fee if it was collected from this store.
The customer decided that they would drive, pay for and collect the product from the closer of the 2 stores to it’s end location. This was a good result. They were stoked with not only the service received, but the forth coming nature that the […]
How to inject PASSION into your retail store with Keith Abraham
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Do you want to do what you love and love what you do? Would you love to live with passion and purpose? Who in their right mind wouldn’t?
Saddle up team as I’m joined by Keith Abraham (AKA Mr Passionate)
Keith Abraham, has become the world’s premier thought leader on passionate performance and building passionate based cultures. CEO’s of Billion-Dollar companies turn to Keith for inspiration, insights and ideas on how to bring the best out of their people and themselves.
As founder of Passionate Performance INC. he has been dedicated to researching, training and working with people to help them find their passion, harness their passion and turn their passion into personal and professional capital. He has developed a client base of over 265 companies across 20 countries.
Having been presented with the highest honour for professional speaking, the Nevin Award, Keith was also named ‘Keynote Speaker of the Year’ by the Australian National Speakers Association in 2012.
He has written 3 Best Selling Books and just released his new book … It Starts with Passion, which in it first month has already skyrocketed to #11, an amazing […]
Ever wondered why sometimes you think differently depending on where you are? Or, more to the point, who you’re with?
It’s the same process we go through to find something we’ve misplaced. “Go back over your steps” we tell ourselves and we go and physically track through our history to find the thing, or the answer. It’s because the environment that we’re in at that exact moment often dictates our thinking.
In show number 19 of The Go To Retail Show with Glen Carlson, Glen referenced this thought. He said, “Environment dictates performance…”
Say it again…
Environment dictates Performance.
So if your performance is low. Then pick yourself up and remove yourself from the current life, work, or business environment you’re in, and go to a place where success flows. Be around people who are creative, thoughtful and successful. Enable yourself to be creative, thoughtful and successful, and you will be.
It all starts sometimes with where you are, and who you’re with.
If you don’t like what you’re putting out, then change it.
“Business Congruency is THE biggest challenge in 2015!”
Huge show this one… 2 time previous guest of this show, Scott Ford and I go through a stack of questions that are swirling around #insideretail at the moment.
The major challenge within retail 2015 is ‘Business Congruency’
For any retailer in 2015, your ongoing challenge will be not to over promise and under deliver. Be who you are, and be consistent with this is all the way. Be sure to back up your corporate and strategic messages with reciprocating actions.
Is small business the answer to GREAT SERVICE?
Small businesses have the opportunity and scope to be able to deliver phenomenal service… So for small businesses who don’t continue to raise the bar, the marketing and pricing power of the big boys in town will gobble them up.
Christmas 2015… The discounting continues….
The Christmas shopping exercise was made quick and easy based on sharp prices, #paywave and #paypass payment options and eVoucher promos.
#Myer and #DavidJones bring emotion back to Christmas 2014.
Myer 2014 “Find Wonderful” campaign below. A great example of leveraging emotion in a marketing strategy.
Which retailer is going to actually ‘ADD VALUE’ to an offer without taking value away be it price?
The fear on […]
The future of shopping centres with Rachel Smith
Big show this one, Big Show.
As outlined in the shows prelude, Rachel Smith, civil engineer, world renowned transport expert, and I talk about the future of shopping centres, shopping versus experiences and also, not buying anything NEW for 12 months.
3 BIG key take aways from this shows chat.
Author, Blogger, Keynote Speaker and a Principal Transport Planner at AECOM in Brisbane.
I cut traffic congestion
I make sure that our Mayors and other City Leaders have all the information they need to cut traffic congestion, without the expense of new roads or annoyed residents
I’ve spent the last 15 years working in transport planning in the private and public sectors in the UK and Australia. I increased walking to school from 38% of all trips to 92% at two schools in the UK – What this really means is that we removed more than 200 cars from the streets around each of those primary schools. I was retained by the UK Government for 6 years as a specialist advisor cutting congestion at schools, workplaces and tourist attractions. I’ve spoken at more than 200 conferences/events around the world, including 2 TED talks, I was hand-picked […]