Today’s consumers expect more than great value and a seamless experience from their retailers. According to a recent Capgemini Consulting report, 57% of consumers want stores to become “social spaces” or to “provide learning and inspiration.”
Retail workers are a critical part of delivering on this expectation. Consumers must see them as highly approachable subject matter experts, eager to share their insights and authentic passion for the products they sell.
It wasn’t until I started raising two young children that I began to develop the pattern recognition to understand the factors that create successful outcomes. Every day with my kids is basically a collection of small projects — getting dressed, making lunch, cleaning up the house, eating dinner, grocery shopping — with the same project team.
When an early customer emailed to say he couldn’t sign up for Mazey, all I could do was email him back as soon as I got the message (be responsive) and tell them that we didn’t know what the issue was, but we were looking into it (be honest).