Are you trying to set sales appointments with online leads? Talk to vendors or partners over the phone? Videoconference with employees? This article is packed with practical insights for any of us who are trying to build trust remotely. The author–a trust specialist–makes a point that we’ve been doing this already in a number of ways.
Engineered customer experience: Walk matching talk
Engineered customer experience I work with Soft Shoe, a phenomenal store in Richmond, Ky. that takes customer experience seriously. (That’s why its Facebook page has almost 34,000 likes!) We ended up partnering after the owner and I were geeking out about the following engineered customer experience I had: In 2015, a client recommended I visit Unger’s Shoe Store in Ironton, …
Serving customers while masked
It runs counter to everything we’ve been taught about face-to-face communication. But here we are, serving customers and employees during a pandemic. Harvard Business Review has some great pointers on building rapport while wearing a mask. I realized I was guilty of at least one of these. Which one is your biggest opportunity?
Customer experience: What is your “Bullseye?”
Most of my clients focus on their customer experience. So my radar is always up. Case in point: Recently my wife and kids joined me on the road. We visited Unger’s Shoe Store in Ironton, Ohio to buy shoes for our two oldest. Why? Because of the exceptional customer service I received on my last visit. (Click here for a …
Retail management: Educate the Idiots
Retail management is tougher than customers think. Having said that: “You’ve got to educate the idiots.” That’s what a business owner told me when I asked about his independent vintage clothing shop. His struggle in retail management: keeping customers out of malls and big-box retailers, patronizing his shop instead. If they bought from him, they could shop local! Have an …