283: Pay Attention to Customers

Adam explores real-life situations that exemplify commonly wasted retail opportunities in brick-and-mortar customer service. Are wasted retail opportunities looming in your store? While online retailers like Amazon continue to grow, those who maintain physical locations have a tall order! They need to give customers a real reason to visit, instead of shopping a competitor online. Many customers still prefer to speak to a sales associate, examine the merchandise, and browse the aisles. Real-life visitors give retailers an amazing opportunity - not just to upsell, but to offer experiences customers simply cannot have digitally. But many are wasting these opportunities! Flailing processes and inattentive staff don’t balance the equation when customers can shop nearby competition from their smartphones in the meantime. “Many retail workers are adept at studiously avoiding eye contact…” -Adam Toporek Sadly, these situations are quite common! Customers using in-store pickup or seeking knowledge from a professional are mission out on the benefits of leaving their comfy chairs to seek these real-life experiences. Meanwhile, retailers are losing sales and earning bad customer service reputations. Today, Adam shares real-life stories of brick-and-mortar shopping experiences gone awry, along with great tips for making these experiences worth the extra effort from customers. Don’t lose another customer to unprepared or misguided staff and disconnected processes! Related Content 360Connext® post, How to Unlock Your Outstanding Service Culture for Good Customers That Stick® post, Communication: The Most Important Skill in Customer Service Episode 254: Rocky Romanella, Tighten the Lug Nuts Episode 249: How Customer Service Training Goes Wrong We're on C-Suite Radio! Check it out for more great podcasts Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe. Developing and internalizing unique and scalable customer-focused missions has been crucial to their success. Want to compete with the other 89% of companies staying afloat by providing better experiences? You need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices