Like the bigger companies I have worked for: I use to say that staff is the most important capital of the business: they make it or break it. All companies I worked for had core values referring to you as a person and that we as managers take care of you and do not treat you as a number. However despite the fact that we have it written on paper, advertised on the intranet or communicating during the recruitment process there are times we easily forget the value of staff. Exactly these periods were we are losing the focus on our teams are the most important ones: peak season or key trade periods. Teams are at maximum size, operation is at full speed and now it is time to make the difference. During peak trading the pressure on all of us is the highest especially when you are part of a multinational. Continue reading Key elements in managing staff
Guests entering the store in a Theme Park usually are forced or have time left to cruise your store. Not particularly to shop but more from curiosity and as an extra activity what makes it a different customer journey. We could say our stores and other commercial areas should be approached as the extra attraction. Continue reading The customer journey
A personal Customer Journey experience: During the planning of my Asia-Pacific trip I decided to buy a real back pack. The last 10 years I have travelled with a trolley to all parts of the world from Seattle to Hong Kong and from all-in resorts to cozy hostels in the jungle of Indonesia. Last year we travelled to Koh Lipe, a real cast away but to get to this bounty island we had to face heavy storms of the Andaman Sea during the monsoon season. Long story short: my trolley drowned on deck and the salty water did the rest of the work afterwards. So time to shop online for a new travel buddy. And there is where my customer journey began. Continue reading Beat the competition on Customer Service not by discounts!