Delight Your Customers Like Apple

August 16, 2012

No one can argue with Apple’s success when it comes to delighting its customers, and although it’s never a good idea for any retailer to 100 percent copy another brand’s strategy there are several things that retailers can learn from the electronics retailer.

Here are highlights of the strategies:

Use a blueprint: All employees, whether they interact with customers or run things in the back of the store, must be on the same page. They must have the same goal, which is to deliver the best possible customer experience. Need to implement effective systems in your retail business? Click here.

Check people in, not out: Apple greets its customers as they enter the store and provides product information based on their need as opposed to trying to make a huge sale. Instead of trying to sell every customer the latest, most expensive tablet, Apple employees will delve into what the shopper’s intended use is. For example, is he just using it to surf the Internet or does he want to watch movies?

And this is done before the shopper is checking out, not while he is paying, which is what most retailers do. Starting a dialogue at the end of the customer experience is pointless, because at that point the retailer can’t offer any help.

Reduce the customer’s effort: Apple has a “smart button” near each product that customers can push when they need help. They don’t have to wait for someone to approach them, or seek out an employee when they need help. Want to dramatically increase your sales conversion? Click here.

Don’t sell; let them buy: Apple has done such a great job of making customers feel like it cares about their needs  that when customers are ready to buy they buy Apple. Sales associates don’t have to be pushy or try to make hard sales.

To your abundant success,

Leon Skaliotis – Founder, Retail Fundamentals.

Leon is an accomplished retail specialist in Melbourne, Australia, who  successfully coaches Melbourne retail owners on how to create highly profitable businesses by attracting shoppers and converting them into loyal fans.

To receive your complimentary copy of “Retail Secrets Every Owner Should Know” click: www.retailfundamentals.com.au

You can contact Leon Skaliotis direct on (+61) 0425 83 3344  or email: leon@retailfundamentals.com.au

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