Your chances of selling a product or service to a new customer are 1 in 16. Selling to a current customer increases your odds dramatically – 1 in 2. And if that customer is a happy customer, they will not only purchase more, they will tell others to purchase from you as well. The key driver to all of it – great customer service. This infographic, courtesy of the National Business Research Institute, highlights the importance of customer service as well as tips for retailers to provide an “unforgettable customer service” experience. [Click to enlarge.]
Topics: Industry Trends
How to Provide Unforgettable Customer Service
May 9, 2013 – 3:00 am | Customer Experiences, Industry Trends, Retail Insights 
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Survey Results: Store Associates Share Knowledge On and Off the Sales Floor
May 7, 2013 – 3:00 am | Industry Trends, Product Knowledge, Retail Insights 0 Comments
eXperticity recently commissioned a study to learn more about the people we work with every day − retail sales professionals. Here are some key takeaways: They like their jobs. Over 32% of the store associates polled plan on staying in retail sales over 10 years and 35% plan on staying at least 1-4 years. It’s not just about making more money as many sales associates don’t earn commission. They want to learn more to help make their lives more enriching as 90% are using their product knowledge at least weekly for personal use. Their product knowledge helps sell more on Read More >
J.D. Power Survey:
Knowledgeable Staff is Key Driver in Customer Satisfaction
March 27, 2013 – 9:00 am | Best Practices, Industry Trends, Product Knowledge 0 Comments
J.D. Power and Associates recently released their 2013 Sporting Goods Retailer Satisfaction Report. They found (once again) that a courteous and knowledgeable sales staff is the key driver of customer satisfaction. Congratulations to our friends at Cabela’s and REI, who received the highest marks in staff knowledge, courtesy, availability, and speed of checkout! We also salute our friends at retailers throughout the world who are working hard to improve every customer’s buying experience. There is no substitute for truly helpful product knowledge.
5.11 Tactical Boosts Product Training by Nearly 700%
March 22, 2013 – 3:00 am | Customer Spotlights, Industry Trends, Product Knowledge 0 Comments
5.11 Tactical is paving the way in the booming industry of tactical gear and clothing. The brand offers a range of diverse products aimed at law enforcement and first responders, as well as civilian outdoor enthusiasts. But with the gain in both popularity and number of products came the task of reaching and training thousands of retail sales associates located throughout the country. Enter eXperticity. To deal with the logistics of properly educating such a large number of sales associates, 5.11 Tactical deployed eXperticity’s training platform and the results speak for themselves. 5.11 reached more than 7,000 sales associates in Read More >
Where Did You Get That?
February 28, 2013 – 3:00 am | Best Practices, Industry Trends, Product Knowledge 0 Comments
At one time or another, most of us have asked the question: Where did you get that? Our friends, coworkers or family members may be sporting a jacket, moisturizer, helmet, bag or wicking layer we like and want to know more about it. This is a common conversation for those of us who are frequent shoppers, gear junkies or keen on the latest technologies. By wearing a product and discussing it with others, familiarity with and affinity for your brand increases. This is especially valuable when your advocates are industry influencers or retail associates tasked with selling your product on Read More >
Just for Fun: 10 Simple Product Ideas that Made Billions
February 12, 2013 – 6:00 am | Industry Trends 0 Comments
Simple ideas are sometimes the best — and the longest lasting. Here’s a fun look at 10 simple ideas that have become household names (via Grow America).
Sales Associate Knowledge Increases Sales
February 6, 2013 – 3:00 am | Best Practices, Industry Trends, Product Knowledge, Retail Insights 1 Comment
How can retailers and brands better drive sales of products on retail sales floors? This is a key question that retailers and brands ask themselves each day. Especially with the impact of showrooming and e-commerce on physical store sales. One way to improve physical store sales is to provide sales associates with product knowledge. According to research conducted by Marshall Fisher of the Wharton School at the University of Pennsylvania, “employee knowledge and customer perception of product availability have by far the strongest impact on customers’ overall store visit satisfaction rating.” Additionally, Fisher states that “the overwhelming importance of sales Read More >
Define the Value of Retail Sales Experts at Winter OR
January 15, 2013 – 3:00 am | Customer Experiences, Industry Trends 0 Comments
At this year’s Outdoor Retailer Winter Market (Jan. 23-26, Salt Lake City) our video crew will be hitting the expo floor looking for your insights about the value of a helpful sales expert. Stop by our booth (#34035) or watch for us as we roam the show floor to share your thoughts on how product knowledge helps create satisfied, loyal-for-life customers. We’ll be posting your videos to our Facebook page, and if you help us spread the word via Facebook or Twitter you’ll be entered to win daily cash prizes. See you at the show!
10 Questions to Help You Provide Superior Customer Experiences
January 4, 2013 – 3:00 am | Customer Experiences, Industry Trends 0 Comments
In a recent article posted by Fast Company, only 3% of companies are ranked as having “excellent” customer experiences — a sharp decline from just a few years ago. Three out of four companies also told Forrester that “their goal was to differentiate on the basis of customer experience.” The problem we all face, however, is “how do we actually do that?” Read the full Fast Company article to learn the 10 questions to ask to get started on providing better customer experiences in 2013.
Education is Key for Health and Nutrition Product Companies
January 3, 2013 – 3:00 am | Engagement, Industry Trends, Product Knowledge 0 Comments
Health and nutrition product companies know all too well that a healthy body is a happy body. And that’s why several manufacturers — including Nordic Naturals, Amazing Grass and Vega — recently teamed up with eXperticity to improve education for retail staff and develop more happy and healthy consumers. In a recent article from NewHope 360, ReNew Life Formulas President Brenda Watson said one of the best ways natural products retailers can serve their consumers is to “Make sure employees are well-educated and that learning about products is ongoing; constant training is important because retail staff turnover tends to Read More >
