http://greshes.com/2006/10/30/competing-against-big-box-retailers/ Speaking of Success Sun, 29 Jan 2012 19:20:04 +0000 hourly 1 http://wordpress.org/?v=3.1.2 http://greshes.com/2006/10/30/competing-against-big-box-retailers/comment-page-1/#comment-1840446 John I. Todor, Ph.D. Fri, 17 Nov 2006 18:42:35 +0000 http://206.130.103.177/wordpress/competing-against-big-box-retailers#comment-1840446 A lot of people have difficulty understanding what good customer service is. Efficiency and meaningful engagement get co-mingled. To the customer going into a big box store, efficiency is important, get me what I want with the best trade-off of convenience and price so I can move on to more meaningful things. There is not inherent loyalty. Alternatively, and engaging customer experience is more emotionally and psychologically compelling and can lead to greater customer loyalty. When customers become engaged everything changes. Our advice, sell to the right buying personality, the engaged buying personality, if you want long-term customers who are not focused on price and incentives. A lot of people have difficulty understanding what good customer service is. Efficiency and meaningful engagement get co-mingled. To the customer going into a big box store, efficiency is important, get me what I want with the best trade-off of convenience and price so I can move on to more meaningful things. There is not inherent loyalty. Alternatively, and engaging customer experience is more emotionally and psychologically compelling and can lead to greater customer loyalty. When customers become engaged everything changes. Our advice, sell to the right buying personality, the engaged buying personality, if you want long-term customers who are not focused on price and incentives.

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