Retail Inspiration

 

 

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Hi all!

 

I had a fantastic 121 last week, talking about all things retail and how to stay relevant when your units are closed. Great conversation that led to us talking about experiences and what the future of retail will look like. Personally, I think there is a space for online and traditional retail, one element that online can’t match is the power of human inspiration and our ability to care for one another in a way that online hasn't quite found all the time (talking from personal experience) Through our 121 it turns out that what I consider to be our normal level of service seems to be 5 ⭐ retail customer service. I have shared the story below.

 

Back in December we had a customer who was self-employed and doing the Christmas shop in one day. The customer decided he wanted to get his children a new iPhone, he looked at one iPhone 12 and another iPhone 11. Anyone with kids could anticipate what may have happened on Xmas day if one child got a different model from the other, the customer realised what may have happened! We didn't have another iPhone 12 in stock in our Dundee branch and we offered without hesitation to transfer one from our Aberdeen branch. We understood the importance of the customer needing to work and customer had work right up to Christmas Eve, this was an easy solution and we offered to deliver to the customer at a time that was best for him so we met the customer at the Brechin castle farm car park at 6:30am in the dark. All done socially distanced in the pitch black...luckily no police went past to question what was happening! Picture below is the Christmas gift that our customer gave to me to share with the team.

 

IWM earning customer loyalty through memorable experiences 💪

 

What I would love to hear is any moments of positive experiences where a brand has gone above and beyond for you. Retail is tough at the moment and it’s great to hear positive stories highlighting the power of the face to face element of retail.

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Replies

  • Well done! A lovely gesture and impressive customer service which would have been much appreciated and saved any xmas day drama!!

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