I found myself taking in yet another archived episode of Mary Queen of Shops this weekend. Love that show. Mary spoke about the importance of the retail experience. She was of course talking about the retail experience associated with fashion buying but we’d be fools to think that it doesn’t apply to us. How are we making our customers feel throughout their buying experience? Are we making them feel fantastic?
I’ve had conversations with Moss Bros, Ted Baker and Very.co.uk last week and they have all showed high standards in customer service. Moss were proactive, Ted was quirky and a very well done to very.co.uk for quite simply one of the easiest online shopping experiences – and when I made a mistake (I forgot to add a promo code), they fixed it and even apologised to me for the inconvenience.
It’s the little things that can make your customer feel special.
Think of the retail experience. Photo: Martin Pope
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