The Grapevine

Taking Customer Service – and Customer Experience – to the Next Level

January 23rd, 2018

What can you do to make your Main Street wine shop more like Amazon? [level-members]

On the surface there wouldn’t seem to be any similarities between any small retailer and the online behemoth, and it would be a mistake to try to remake your shop in Amazon’s image. But there are lessons you can learn from the big boys.

Primary among those lessons is the idea of putting the customer front and center. That may sound obvious, but it’s not hard to find examples of firms that clearly don’t take this seriously. (Hello, cable companies, mobile phone firms. and used car salesmen!)

This Customer Experience Insight article is worth a read – as is taking a fresh look at your business from the perspective of your customer. What isn’t convenient and easy about what they experience when they shop with you, and how can you change it?