these are difficult times if you own or run any kind of business, especially a retail business. Inspite of how difficult it is to get customers spending, even today many businesses do not understand or implement the very basics needed to make their customers feel welcomed and have a enjoyable experience while spending their money purchasing your goods and services.

Focus on what will impact customer experience and will not cost you anything extra. Focus on your frontline, the people that are the face of your company. The employees you have hired that look the customer in the eye or answer the phones with a smile.

Most business do not have the eye contact or smile onthe phone conversation as a part of basic training and ongoing expectation of their employees.

Culture comes top down and there are many good examples of this. Jet Blue and Safeway are two such companies.  then there is that Pizza parlor and the asian resturant, that cleaner and that dentist I drive past on my way to get dinner and pick up my laundry, or get my teeth cleaned, I just ignore them and their coupons, door hangers and their direct mail.

They all have missed the opportunity to win my loyalty and ensure an ongoing access to my money when that had me standing in their doors.

Large and small businesses must focus on client experience each and everytime or else the writing is on the wall.

To learn how go here