How to Keep Employees and Customers Loyal to Your Brand
Shep Hyken interviews Bob Phibbs, widely known as The Retail Doctor, host of the Tell Me Something Good About Retail podcast, and founder of SalesRX. He talks about how retail stores (and all types of organizations) can transform their business from a place where people merely buy products to a destination brand known for amazing customer experiences.
“Focus on the people, not the products. You will get higher conversion rates when employees are happy, stay longer, and know how to engage with customers in a way that builds trust.”
“People that feel like they matter, buy. And the people that don’t, leave. This is true for both customers and employees.”
“Nobody wants to do a bad job. Employers must figure out how to make employees happy and empower them with the right tools and training to do a great job.”
“Be brilliant on the basics. Make sure your customers feel welcome and appreciated the moment they engage with your brand.”
Bob Phibbs is a customer service expert, author, sales coach, and founder of SalesRX. He works with retailers and brands to increase conversion rates by providing amazing experiences. He shares his expertise on The Retail Doctor.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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