Six Ingredients for Transforming Your Business to Thrive
Shep Hyken interviews Joel Bines, managing director and global co-head of the Retail Practice at AlixPartners and the author of The Metail Economy. They discuss how to meet the growing expectations of the smart and savvy Me-centric customer.
Joel Bines shares the six ingredients for transforming your business to thrive in this Metail economy: curation, customization, category expertise, cost, convenience, community.
“Customers’ tolerance and friction level for customer experience are lower than ever. Customers know what they want, and if the companies they do business with cannot give it to them, they go somewhere else.”
“If you maintain convenient access to the things that people want, you will win the loyalty of the customers who are attracted to that type of convenience.”
“Every incremental interaction with a customer should be with the goal of making your customers happy.”
“You can choose which customers you want to make happy and don’t want to make happy. But, you have to understand that in choosing, you’re going to create a group of people who will no longer want to be your customers. Be intentional.”
Joel Bines is a managing director and global co-head of the Retail Practice at the business consulting firm AlixPartners. He is widely regarded as one of the world’s leading operational strategists with a 30-year track record of improving performance at retailers, brands, and consumer companies.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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