selfservice

Um Kunden vor, während und nach dem Kauf zufrieden zu stellen, bedarf es eines hervorragenden Serviceangebots. Doch wie gelingt das ohne ausreichend Personal in Zeiten des Fachkräftemangels? Eine große Unterstützung bieten hier Self-Service Portale, die es Kunden ermöglichen, sich weitestgehend selbstständig um Ihre Anliegen zu kümmern. Was diese Plattformen leisten sollten und welche Chancen sie bereithalten, erläutert Yanik Kurzawski, SAP Consultant bei FIS im Bereich Service, mit Fokus auf das Cloudbusiness.

Today we’re speaking with Jim Inglis, a 60-year home center industry veteran, executive, and author. In part two of this podcast series, we explore the ten principles of high productivity retailing gleaned from Jim’s time with The Home Depot and his tenured career. Jim shares insights about how building brand, customer loyalty, trust and culture is critical for success in retail.

 

IN THIS EPISODE: 

 

• [01:45] What are the 10 principles of high productivity retailing?
• [09:27] How has the digital revolution impacted brand and customer loyalty and what's that interplay?
• [12:45] Where do you think the impact of the retail apocalypse is going to be felt?
• [17:30] What does the “self-service is the best service” principle mean to the retailer?
• [20:20] Why is the full journey to customer loyalty and trust so critical?
• [22:57] How does a retailer truly empower their people and drive culture for success?
• [26:30] What are your last parting words on the 10 principles of high productivity retailing?

 

KEY TAKEAWAYS: 

 

• Embracing change, delighting the customer, right pricing, measuring the success with gross margin return on investment, having low cost and low price, advertising, having self-service, becoming more service-oriented, and paying attention to the company culture bring productivity to retailing.
• There has been an evolutionary change in the retail business and an absolute revolution in marketing. Technology has become vital to businesses in communicating with customers.
• Bad malls were being driven out of business by good malls. It was a false premise that there was going to be a physical store apocalypse because of e-commerce. In fact, pure e-commerce players are unlikely to survive in the face of rising costs and online-only service delivery.
• The value-oriented retailers who design their stores to work well are growing and opening new stores.
• The “work good” versus “look good” dichotomy is choosing between the ambiance and shopping experience. Value-oriented players’ operating models are focusing on designing their stores to work well, achieve efficiency and drive down costs.
• Culture drives employee performance. Leadership sets values and demonstrates behavior that instills a mission-driven culture with very specific goals and objectives.
• Bleeding Orange Culture was built on decentralization and delegation that requires the empowerment of associates. The associates take ownership, which means they adopt the culture and understand the mission-driven culture and begin to make the right decisions. Companies must educate and reward their employees for better results.

 

LINKS MENTIONED 

 

www.breakthroughretailing.com

 

www.telaid.com/solutions/retail-automation/

 

BIO: Jim Inglis

 

Author of How a Bleeding Orange Culture Can Change Everything! Jim Inglis has more than 50 years of experience in the home improvement retail segment. He served in executive positions with The Home Depot for 13 years and has served on the board of several retail-related associations and businesses. Since founding Inglis Retailing in 1998, Jim has advised leading home improvement retailers worldwide. In 2015, he was honored with a Lifetime Achievement Award from the Global Home Improvement Network and the European DIY Retail Association.

In this week’s episode of #RecruiterCast, John and Dave talk about the recent comeback of the QR Code as well as the top 5 tips they have for self-service tech support.

 

It was also #nationalwingday....can anyone guess the average wing consumption per person?

In this episode, I interview Bennett Bennett from Mashgin about technology, deployment, and customer self service:

 

- Educating customer is  key to removing the mystery from technology and empowering users

 

- Infrastructure must be a consideration of any organizational improvements, including technology

 

- Self service is about providing options - so ensure that customers have a path that makes sense for them

 

- Enabling self service frees up employees for higher value tasks, such as guest engagement and stocking shelves

 

It's time for the great service comeback!

 

bennett@mashgin.com

 

 

Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.

 

Tony Johnson Customer Service Expert | Author | Trainer | Speaker

 

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/c/RecipeforserviceNet

Twitter:  https://twitter.com/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

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Ein paar Zahlen vorab: McDonald’s bedient in der Schweiz täglich 300'000 Menschen in aktuell 169 Restaurants. Insgesamt beschäftigt die Restaurantkette 7750 Mitarbeitende, im Restaurantkader liegt der Frauenanteil bei 46 Prozent. Seit August 2020 leitet Aglaë Strachwitz das Unternehmen. Die 39-jährige Österreicherin hat ihre steile Karriere bei McDonald’s vor 14 Jahren in der Ronald McDonald’s-Kinderstiftung gestartet und lebt seit 10 Jahren in der Schweiz. Was sind ihre Ziele? Mit dem Igeho-Podcast «Hosting the Hosts» spricht sie in einem ihrer seltenen Interviews über ihren Einstieg als Managing Director und über das Gastgebersein in einem Selbstbedienungsrestaurant. Was tut sich bei McDonald’s? Wie hat das Unternehmen die Krise gemeistert? Was sind die Rezepte der Zukunft? Unser Host und Produzent Andrin Willi, hat Aglaë Strachwitz am Firmensitz in Crissier getroffen.

Kelly Brickley is a Business Development Manager at Pyrios, an AGC Black Box company. She has more than 25 years’ experience in the contact center industry internationally, including 7 years with ICMI as their Director of Educational Services based in Southern California.

She shares her thoughts on how to better support your Agents post-COVID.

Top 3 Tips:

1. Provide online resources customers can use to resolve their issues themselves (15:19).

2. With self-service options taking some of the pressure off Agents, they now have an opportunity to be proactive with customers; reaching out, educating them, and doing more for them (15:48).

3. It’s time to look at how bots can fit into your strategy. They’re becoming very useful in assisting Agents mid-call, serving up answers straight away which saves Agents from trawling though the knowledge base (03:07).

You'll Learn:

• A best-practice approach to provide real-time support to remote Agents (03:57).

• Why call analytics is the future of Quality Assurance (08:00).

• How leading contact centres are changing the way they do coaching (10:03).

Connect with Kelly here: https://www.linkedin.com/in/kelly-brickley-2b04692/

If your priorities include boosting employee engagement, lifting customer experience, or increasing your focus on coaching and development, I can help you out with a few ideas that you can steal. Send me an email (at blairs@bravatrak.com) and we can organize a 15-minute call over Zoom or Teams.

Bridgette Dalzell is the General Manager of Customer Connection Hubs at Bank of New Zealand. She's spent the last 25 years involved in customer experience, customer service, and customer sales. And she's led teams across New Zealand, Australia, India and the Philippines.

Top 3 Tips:

1. Have a really good data set of understanding why your customers are calling.

2. Have a team of people dedicated to doing call listening.

3. And then come up with a strategy around what is your low hanging fruit and how you'll measure it.

You'll Learn:

• How Bridgette has dealt with unprecedented high call volume. And how she’s taken 14,000 calls out of her service contact centre in the last few months - while improving customer experience (including for high volume callers) - by pushing customers to self-serve and digital (01:43 and 04:31).

• How to address any concerns around the cost of having a transformation team, so you can make a rock-solid business case for having one (08:09).

• The way to guarantee your customers' experience is kept top-of-mind in every meeting (10:40).

Full show notes: https://bravatrak.com/bridgette-dalzell-podcast 

Connect with Bridgette on LinkedIn here: https://www.linkedin.com/in/bridgette-dalzell-b582b86/

Get your free copy of Game On here: https://bravatrak.com/game-on-book

In today's SaaStr insider episode, SaaStr SVP and GM, Amelia Ibarra sits down with Naomi Rozenfeld, VP of Revenue @ Wix Answers. Together they discuss how to execute a winning self-service strategy, including when to launch, cross-functional implications, and how to find the right balance between self-service and customer support.

Video + blog post: https://www.saastr.com/how-to-execute-a-winning-self-service-strategy-with-wix-answers/

As consumers continue to shift their listening behaviors from terrestrial radio to streaming content, podcast advertising has become the fastest growing industries in the Martech space. Kris Smith, the founder of the self-service podcast advertising platform Knit Audio, walks us through how brands by dynamically insert audio ads into podcasts. Transcript: https://benjshap.com/martech-podcast/build-awareness-thru-self-service-podcast-advertising Interview Guest Website: https://adknit.com See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Don Schminkey, Senior Technical Project Manager at Channel Fusion, and Jason Frueh owner of My Creative Shop share their thoughts from Amsterdam on CHILI Publish and the money-making opportunity the platform provides printers and marketers to help clients with file creation and more. Kevin Goeminne, CEO of Chili Publish, joins to discuss their recently launched Universal Graphics Editor.

Chili Publish: http://www.chili-publish.com  / Channel Fusion: http://channel-fusion / My Creative Shop: http://www.mycreativeshop.com  

What happens when the HOTTEST online document editor gets into the hands of a crafty entrepreneur? Kevin Goeminne, CEO of Chili Publish and Jason Frueh, Owner of MyCreativeShop.com, discuss the results of this truly unique product and their equally unique partnership from #SpicyTalks18 in Chicago.

Chili Publish: https://www.chili-publish.com/start / My Creative Shop: https://www.mycreativeshop.com

Did you know Oracle is simplifying HCM Cloud customer service entitlement requests? Hear Oracle’s Bill Swenson on HCM Talk Radio discuss the new self-service environment refresh scheduling feature available for HCM Cloud Service Administrators.