JC Penney “sales managers” are told to pack up, and get back in line to apply for their direct reports’ jobs.
Yahoo people back to the office.
And Best Buy mobile Geek Squad are told to park out back and get in the office as well.
Big-box retailers are suffering and pinching pennies.
The flip side of this tory is the rise of Amazon and other online retailers.
So consumers are still buying. Just not from traditional stores as much (auto parts are also sold online).
Maybe Pet.com can try again 12 years after the crash.
As long as you seek to “pour your heart into it” (It here refers to the Starbucks coffee cup), people can sense it.
The VAS effect.
Human empathy, listening and connecting.
Win-win value proposition.
Yes, I know how you feel. There has been one thing after another: the threat of annihilation, of elimination and of inflation.
We thank you for your patronage, knowing you have other choices.
Just to illustrate the power of a positive experience.
When I first saw Woodstock footage in my cousin’s theatre, I never forgot Ten Years After.
The solo guitarist has just died at the age of 68. But sure enough, he had made lasting impressions beyond ten years after I saw the film.
Not only satisfied customers remember the VAS effect, they go about telling others (customer turned advocate). Hence, customer service closes the loop (Marketing-Sales-Service–Word-of-mouth marketing).
Remember to go beyond the sales, beyond deliverable, to complete customer’s buying experience. Good impressions last for years after.
Thang Nguyen 555 