Tag: customer service
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Those who seek: Time to think about the seeker customer role
Yesterday, I posted a quick overview about the payer roles. Now, let’s spend some time thinking about what that would mean for your approach to customers. A quick note: As you go through this remember that these roles could be held by completely different people in the decision process, but it might be helpful for…
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More ways to think about your customers: 4 roles
I came across a resource (information at the bottom of this post) that provided 4 possible customer roles. With the way it’s laid out, it’s easy to think about how you might need to tailor or shift your marketing and services. Role #1: The Seeker- Learns about and gets more information about the product Role…
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The easier you make returns, the more likely I am to return as a customer
One luxury that I can’t live without: easy returns. Based on the content of this blog, you, like I, might have thought that I would say something like skincare or fragrance. But upon further reflection, I recognized that the reason why I feel comfortable trying all of those things is because I shop with retailers…
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That one time I went to the Byredo store
While in Atlanta, I was walking through Phipps Plaza and decided to wander into the Byredo store. I was greeted when I walked in. There was another woman in there who was picking up an order. She raved about the candles. I for my part wanted to just smell everything. At the counter, the associate…
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The beauty of in-store shopping: Or what would get me in store
People love online shopping. I like online shopping. It is convenient. You can look at multiple options while binging Netflix and with unpresentable hair. But you can’t touch anything. And after years of being fearful of touching, I want to touch something. Not to mention, I, like I imagine others do, want what I want…
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Do I look like I can’t afford this?: Or how to lose a sale
On multiple occasions, when I have been looking at a particular product at a higher price point, I have had salespeople try and push me to the lower price alternative. That always seemed weird to me. Aren’t you supposed to upsell me? At the end, it made me think about their perceptions about me and…
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So I walked into a high end department store
Recently on my trip to Atlanta, I found myself just across from Phipps Plaza, one of the city’s luxury shopping destinations. I decided to go in and let myself admire things and window shop. And while I was at it, I allowed myself a little skincare treat, because I had forgotten my moisturizer at home.…
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What people might want for in-store customer service
When I’m in stores, one thing that has always baffled me is when guests refuse help. They sit there, raking through many hangers instead of asking if their desired size or color is in stock. Or they wonder around, looking determined to find a particular thing but refuse to pointed in that direction. Given the…
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When the store associate asks, “Can I help you?”
I have a legitimate question. When I see a guest searching for something frantically, why is that she will say no, when associates ask for help. As a customer, I know to be weary of pushy sales associates trying to rack up their commission. They sometimes push you to buy things you don’t want. But…
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Just one bad customer service experience…
It was my first time in that department store. I had heard they were running a beauty event. I was there before I went off to go to work. I walked around eager to be helped. No one would make eye contact with me. No one interacted with me. It was heartbreaking. I wondered if…
A Wren Says 