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Business Busters and Loyalty Losers Do Nothing to Improve Customer Experience
A friend of mine took a business class ride with his two-year-old son on a four-and-a-half-hour trip. Three hours into the flight, the boy was startled and heard a loud bang. My friend asked the maid if there were any coloring books or other toys on the boat.
The maid went to check and came back with the response, “Yes, we have gifts on the plane for small children.”
“Can I have one?” My friend asked.
“I’m sorry” is the answer, “Children’s gift basket is only for flights over 5 hours.”
New title for this servant? Alienator customers. She does not know how to improve the customer experience at all!
When my daughter Brighten was eight, we went shopping together in an attractive clothing store. The shirts and pants on display were the right size and the right color for her.
A young saleswoman approached my daughter and immediately asked how old she was.
I was startled by her squeaky voice and answered defensively, “Why do you want to know?”
She answered her question again. “How old is she?”
“What difference does it make?” I asked if there was a disturbance now.
“We only have clothes for children up to six years old,” she replied with a snap.
When does the age of the customer mean more than the clothes?
New title for this seller? Businessmen. She certainly destroys any opportunity to enhance the customer experience.
A popular fast food restaurant offers “discount cards for young people” to attract more young customers from 2:30 to 6:00 pm (late time between lunch and dinner).
One day, a young customer joined a long and slow line at 5:50 pm, patiently waiting for his turn, hoping to use his card to enhance the customer experience. But when he arrived at the counter at 6:05 pm, the supervisor said that his voucher was no longer valid.
The young man (and his friend) walked out to a nearby restaurant.
New title for this admin? Vaporizer price. He created all the opportunities to improve the customer experience lost with sales!
Vineet from India wrote about a coffee shop that offers free hot drinks when customers fill out “frequent customer cards” but will not offer iced coffee drinks to improve the customer experience. It continued until the new staff pointed out to management that adding ice did not increase costs but increased customer satisfaction and would improve the customer experience.
Someone should put a few ice cubes under the manager’s pants to teach him how to improve the customer experience! And when he wakes up, teach him this important point: Cutting costs should be the last thing on your mind when rewarding your loyal customers who want to come back again and again. Generosity goes hand in hand with the profits that come in and will enhance the customer experience.
New title for this admin? You lose loyalty.
Clancey in Dubai takes her son Denis to an ice cream parlor for dessert. When you enter the parking lot, the ice cream falls out of the cone – cool! – On the ground. The boy begins to cry.
Clancey walked back into the store and told the clerk what had happened. The clerk wrapped a new cone in a new glass of ice cream, turned it over, and handed it to Clancey. “Our ice cream does not fall out of the cone,” he said, looking stiff and tense.
Should bring ice cream to that clerk! And when he wakes up, teach him this important point: Do not make your customers feel stupid or unreliable. Not only does it do nothing to improve the customer experience, it can permanently lose customers with everyone they know!
New title for this clerk? Delight program.
Instead, with a smile on your face, say happily, “This is a new cone for you. I’m packing it a little tighter now to make sure you and your son enjoy every lick. And thank you for coming back. See you soon! ”
A friend of mine sent his inkjet printer to the manufacturer for repair. The service center technician sent him an email with the estimated cost and asked him to print it out, sign it, and fax it back to agree on the service charge before making the repair.
How can my friend print an email when the service center already has his printer?
New title for this technician: Unreasonable Agent. His lack of common sense did nothing to improve the customer experience!
My neighbors like white eggs different from brown eggs, but they are hard to find in our local grocery store. After not seeing them for weeks, she asked the manager why.
He replied, “Egg whites sell so fast that we have trouble keeping them in stock, so we stop shipping them. Go “.
A new title for this manager who does not seem to understand how to improve the customer experience: Marketing Mistakes.
Two close friends enjoyed a wonderful world-class cruise. The shipping company has worked hard to personalize the vacation for everyone on board to enhance the customer experience. Pre-boat phone calls determine the likes and dislikes of each traveler, their hopes, dreams and concerns regarding future travel.
On board, the staff remembers the names of every passenger to enhance the customer experience. Personal preferences are carefully recorded and used to enhance the intimacy of daily service.
Last morning a questionnaire slipped under my friend’s cabin door asking for suggestions and suggestions for improvement. The first three questions on the form are:
The whole cruise ship, dedicated to perfection, personal service and a general unobtrusive profile at the end, reminds guests that they are not really very special. Not a good way to enhance the customer experience!
New Title for Survey Experts: Anonymous Enhancer.
I went to a cafe where the staff apologized but refused to give me a free cup of coffee even though my “Frequent Customer ID” card was all filled out. (Their “offer” expired the day before, while I spent two weeks filling out cards from a series of ten paid drinks.)
The front line staff said they wanted me to drink, but the “manager” told them not to.
I was so annoyed by the lack of kindness and empowerment that I had avoided the brand for months. They did not improve the customer experience, so I did not return long.
Notes for coffee bean stand:
1. Cost of free drink = coins in peanuts, paper cups and hot water.
2. The value of the business lost from an unhappy coffee drinker = many dollars.
I have shared this experience with many friends (unhappy customers usually do). One person told me that he was happy when “Brainworm” offered him a free drink to enhance the customer experience, even though the promotion had expired. Another said he got a free drink and also offered a cookie! Both have pledged to support their store for the coming months due to their efforts to enhance the customer experience.
Notes for coffee bean stand:
1. Cost of providing one free cookie = less than one dollar.
2. The cost of re-business from happy coffee drinkers = endless.
3. Value of positive words = You can not buy such a credible and influential ad.
If the purpose of the promotion is to motivate the business to resume, why is there an expiration date? Who cares when customers buy drinks as long as they continue to buy and drink and drink and buy?
New names for these outdated coffee bean stands: Profit Reduction Specialists. They obviously have no clue how to improve the customer experience.
Each business has procedures, policies, products, packaging, prices, locations and promotions. But people hold the last key to improving the customer experience, honesty and enjoyment.
A smart cookie strikes a bureaucratic home to enhance the customer experience. Delighting your customers is not a scary thing. They will come back and reward you.
The next time your client faces the ignorance of irrational policies or irrational procedures that do not work, become the person who can and will make changes to improve the customer experience.
Come on! Outstanding! Champion your customer cause. Take a stand for common sense in your business to enhance the customer experience. Be a pot stirrer. Remember that your company’s potential (not a guidebook on principles) fills your plate every morning.
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