But when the inevitable winds of change blow with increased competition like Amazon, the retailer can be rocked to the core…or even collapse like Payless, Charlotte Russe, and others.
When every inch of your store is thought out to how it could surprise and delight, and you add a professional retail sales team carefully schooled in modern retail sales techniques, who is constantly consumed with making everyone else’s day before they try to make their own day, offering an exceptional experience is a standard, not a rarity.
Offering options when it comes to products, asking permission of the customer if you have to leave them alone, and providing wisdom when comparing and contrasting similar products are all hallmarks of an exceptional customer experience.
To succeed against Amazon, you have to figuratively get up in the blimp and look down on your whole playing field on a regular basis to see the opportunities you’re missing, your competitors who are offering new and innovative products, your employees who need additional opportunities, ... the works.
