There is no doubt that we have entered the new era, when not only products and services are commodities but slowly more and more of the concepts provide “interesting” experiences. So in order to move ahead, in order to produce strong relationships with your customers, you need to provide an environment that is engaging and interactive, moving from experience to entertainment. If that sound strange to you and somewhat extreme, you must check what Hollister is offering to customers, much more than clothes or clothes in an nice environment… A true entertainment, loud music, low lights, large screens with webcams from ocean beaches and your choice of smiling, inviting, gorgeous girls and boys undressed to the point the law permits…! It even has its own soundtrack you can listen to online…
Customer Service is key to your effort to create this entertainment as interaction between your shop-floor employees and your customers strengthens and verifies the dynamic environment. So training for this is crucial and endless as the market changes, competition reinvents itself and customers move to new trends and where the “buzz” is. Details in customer service will make the difference, or perhaps what was details until a few years ago makes a BIG difference today. To understand what I mean, all you have to do is have a look at the Apple Training Manual as it was made public from Gizmodo lately.
We have been using different techniques at STIRIXIS group, not only to create this environment but to integrate an innovation lab within the companies we advise in order for them to initiate change and not only adapt to and follow market changes.What is really great is how much fun this is for the people of the organization as well. It creates an energy and excitement that is hard not to share with customers and provides a frame where common vision and aligned efforts can easily be build.
Want to learn more about retail environments and how they can produce increased profits, customer loyalty and growth? Drop a line and will contact you to make it happen, wherever you are…
Regards, Alex.