Learn more about marketingandsales with this collection
How to develop a growth mindset
How to think creatively and outside the box
How to embrace change
Customer Experience Is A Game Changer
The summation of all the interactions between your customer and your brand is the overall customer experience.
Leave a gap and the customer is already making their way towards your competition.
It is no longer about a good product only, there is more focus on how a customer feels through the experience shopping with you.
Both in-store and online shopping experiences of the old toys’rus were not as seamless as new decade consumer experiences. This is a major issue that leads to customer attrition in any brand.
7
44 reads
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Convenience Is A Core Customer Need
Shopping is clearly now an omnichannel experience with customers buying in store, online or switching across both experiences simultaneously.
Within these experiences is a huge customer need that must never be underestimated - Convenience.
Every winning brand know that it is not enoug...
8
47 reads
Digital/Online Is The Present And The Future
Every brand that is serious in securing equity in the market place must leverage every digital opportunity that exists.
But it is not just about having a website, it is about having a clear business strategy that leverages online opportunities to maximise sales. Clearly, Toys’rus could hav...
7
44 reads
Listen To Your Customers
The last point is all about being customer centric. If Toys’rus had put just a bit more focus on listening to what their customers were saying, and studying what their customers were doing and not doing, it may have revealed risks and opportunities within the brand.
When you ignore the imp...
7
36 reads
Data Reveals More Than You Can Think
If data is not seen as gold by any brand, then they are already coasting towards extinction.
But data is not just about seeing what is truly happening. It is also about making every attempt to anticipate where the market, customers and the business industry is heading.
The key here i...
7
36 reads
CURATED FROM
Lessons from Toys R us - How to Remain in Business and not Lose Brand Equity
forbes.com
5 ideas
·207 reads
CURATED BY
Built a CRM Tool. Company Founder. Consultant for Customer Service & Customer Experience
It took me a long time to believe that Toys’rus had truly disappeared from the streets of retail. While I am glad the brand is making its way back, here are some key business lessons for any brand that wants to stay in the marketplace.
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Customer experience vs customer service
They do get mixed up a lot. But there is a very important distinction.
- Customer service is part of the broader customer experience. Customer experience means all of the interactions a customer has with a brand and how they feel about those interactions (the people yo...
Benefits Of Customer Service Video Tutorials
We can’t ignore that living in a fast-paced world has changed customers’ habits. Waiting for a long queue to talk or have a live chat with a customer service agent is outdated and frustrates people. Nowadays, people want every brand to respond to their queries instantly and effec...
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