Chapter 11
Love shopping!
Customer service is talked about as if it’s something that is added value; it isn’t, it is the basic currency of the new retail landscape.
In this chapter we explore
- where great customer service comes from
- the four rules of performance improvement
- why driving up average transaction values is your best improvement strategy.
We love shopping here!
Give customers the best possible experience whenever they buy from you, be that in-store or online – that’s how you’ll make more money.
There – the most blindingly obvious sentence in the whole book. Of course, such things as cost control, the basics of margin and pricing have to be right too but the starting point for everything we do in retail is the customer, how ...
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