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Retail Brand Innovation – Self Select Customer Service

An engaging way to deliver the service experience your customers want, when they want it. Understanding when to provide service to the contemporary consumer and when to leave them to shop under their own steam is a challenge for retailers. Bug them with unwanted offers…

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Is Remarkable Customer Service the Greatest Act of Branding?

The Brand Value of Customer Service. Just ask Apple, the best retailer in the world in terms of $ sales per square meter (and is there any other metric worth measuring?), customer service is still where the rubber hits the road. New Apple retail customer…

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Adriano Zumbo laughs in the face of negative reviews

In a bold move Adriano Zumbo decided to highlight negative comments on the hoarding surrounding his new location at Emporium, Melbourne. It defiantly stopped me in my tracks while I was doing my Christmas shopping! Every brand needs to be aware of what their customers…

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Telstra finally engages customer service staff in the brand but what about the rest?

Customer service is a particularly tricky area for brands to build differentiation on but without the rest of the business behind the brand, it is simply another promise that can’t be delivered. Beyond sales, marketing and even customer service, you need to engage all staff…

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A Masterclass in Retail Brand Customer Service from the Ice Cream Vendors of Turkey

Creating Extraordinary Retail Branding Through Remarkable Customer Experiences Retail is so much about the customer experience. Yep the product needs to hit the mark, but by-and-large products have become commoditised with manufacturers and retailers closing the product differentiation gap. As this Turkish ice cream vendor…

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The best and worst of online shopping

  Are Australian retailers really committed to online shopping? With online shopping specialists continuing to grow and evolve their offer, many Australian retailers still seem to be struggling to accept the new reality. But there are some standouts. What are the expectations for online shopping…

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How a great retail brand experience can drive sales

Shopping at the weekend, I was reminded how a well-considered retail brand experience can positively impact purchasing decisions. In particular, how unexpected brand gestures can make all the difference. As a parent of a bright and inquisitive five year old, I have learned that taking…

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Brand respect. Turning complaints into advocacy.

Promises are easily made but delivering on them is a constant challenge for any brand. One of the biggest tests for a brand is not in making the sale – it is in how they respond when the customer has a problem. How you treat…

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Beechworth Bakery – leveraging provenance into country greatness

Evolving and taking brand ownership of being the best country bakery is a big call, but doing it in not just one town but across multiple locations is quite a feat. Beechworth Bakery has done just that. Leveraging their provenance and heritage from the small…

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