Pokemon Go is an augmented reality game created by Nintendo using a smartphone’s GPS and camera to find hidden graphics. Launched in the US, Australia and New Zealand in early July, it is now being rolled out in parts of…
Pokémon Go or no?
Tag: customer experience
Building a Customer-Centric Culture in the Jewellery Industry
I bought a new car about a year ago. After shopping around, I decided on a dealership nearly an hour from my home because they gave me the most pleasant experience and emphasised their exceptional customer service. And so far,…
Does your business have a future?
In 2015, according to the Jeweller’s Board of Trade, the US lost over 700 retail jewellery stores. The decline in our industry has been steady for over a decade. More than 30% of all retail jewellery doors have closed since 2000. This…
Is the Customer Always Right? Maybe Not
This phrase has been the mantra in retail as long as I can remember. “The customer is always right” was originally coined in 1909 by Harry Gordon Selfridge, the founder of Selfridge’s department store in London. The phrase was meant to assure…
What is your return policy?
Around 8-9% of all retail purchases will be returned. Jewellery tends to have a slightly lower rate of returns, but the financial impact of a high dollar return has a greater effect than the return of most other consumer products. A…
Can too much knowledge hurt your sales?
Product knowledge is one of the most important assets a salesperson can have. It is vital to know as much about the products you are selling as possible. That does not mean that a salesperson needs to demonstrate their knowledge…
Retailer’s Guide: Never Say No
We need to remember that it is not our likes and dislikes that matter, it is the customer’s. An item may be inexpensive but if the customer has a deep emotional tie to it, it may be the most precious…
5 tips for selling to Millennials
The Millennial Generation (Generation Y) is rapidly eclipsing the coveted Baby Boomer demographic. Millennial retail sales are predicted to be worth USD 2.45 Trillion in 2015 and by 2018 they will bypass the Baby Boomers by forking over USD 3.4 Trillion in spending.…
How to get inside a customer’s head
The biggest mistake that a retailer can make is assuming that you know what customers want, what they expect and how to reach them. You set your displays, craft your marketing and train your staff based on your perception of…
TV Shopping: The Good, The Bad and The Opportunity
Television shopping has been around for more than 30 years. There are several shopping channels dedicated just to Jewellery and gems, which are one of the more popular product categories. This is a huge market segment where sales are calculated in the…