The document discusses delivering seamless customer service experiences. It emphasizes that customers should be treated the way you want to be treated as a customer. It also discusses the need for retailers to understand shoppers' experiences and have visibility across channels. Additionally, it recommends business leaders and store managers understand their role in enabling change. Finally, it provides tips for serving customers through a seamless shopping experience such as believing customers are always right, being prepared, listening to understand customers, and collaborating towards common goals.

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Delivering Seamless
Customer Service
Experience
How you want to be treated is how you
should treat your customers
Thoughts by Rosally Daniel

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Is the customer always right?
“The customer is always right. A manager (or
associate) should be able to turn the
experience into a positive experience. This
builds customer base, relationships and
brand.”
(comment shared by a LinkedIn member)

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Enhancing the customer experience
 “Shoppers do not shop linearly anymore, and there has never
been a push by retailers to have visibility to the shopper
experience.”
 Senior Leadership down to the store management ranks needs
to understand their role in effecting change. “There is a need
for the enterprise to understand and execute their role in the
cross channel strategy.”
 2013 Organizational Structure for the Future of Retail: The Digtal
Effect, p. 6, www.shop.org

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The need for change: Start with
yourself
 Know you’re brand. Be proud of your brand – YOU!
 There is no need to go back to school, just the need to learn
new skills. Keep an open mind and be realistic.
 Step out of your comfort zone. Do something different today.
 Lead the way to excellence. Don’t wait for someone else to
lead you.
 Your best customer is yourself. How would you like you to treat
you?
 Identify the people you like and ask yourself why you like them.
Make a list of qualities you want to develop yourself.

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Serving the customer through a
seamless shopping experience
 It starts with the belief that the customer is always right!
 Come to work prepared: read the papers, know current
events, open up your email, go to your company’s Web site and
portal.
 Know and learn the tools you have within your reach. You don’t
have to be an expert on anything, just aim to know as much.
 Listen and understand. Listening does not always require you
to reply. More often, you just need to pay attention, maybe
you’ll learn something.

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Finding Success in Collaboration
 Share, share, share
 Stay curious, keep an open mind – do not judge!
 Let go – take control only if you need to, not because you have
to.
 Collaboration does not mean just following. It means
contributing and working towards a common goal. It’s the
process of adding and subtracting until it becomes
something….
 There are no short cuts, but it doesn’t mean you can’t have fun.

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This is not the end….it’s only
the beginning…