HIGH TOUCH COURSE OUTLINE 1. The Global Retail Trends 2. Human vs. - - PowerPoint PPT Presentation

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HIGH TOUCH COURSE OUTLINE 1. The Global Retail Trends 2. Human vs. - - PowerPoint PPT Presentation

Feb 01, 2023 29 likes •854 views

HIGH TOUCH COURSE OUTLINE 1. The Global Retail Trends 2. Human vs. Robots 3. The Lost art of Human ConnecCon 4. The Art of Touch 5. Culture 6. Retail Excellence 7. Leadership 8. Servicing the Elite 9. CRM 10. The Heart of Service WHY SHOULD I BUY

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HIGH TOUCH

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COURSE OUTLINE

  • 1. The Global Retail Trends
  • 2. Human vs. Robots
  • 3. The Lost art of Human ConnecCon
  • 4. The Art of Touch
  • 5. Culture
  • 6. Retail Excellence
  • 7. Leadership
  • 8. Servicing the Elite
  • 9. CRM
  • 10. The Heart of Service
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WHY SHOULD I BUY FROM YOU?

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Cheaper, Faster, More OpCons

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If I know as much as YOU…

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The Global Retail Trends

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“25% of Malls will close by 2022” Time Money

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Singapore island-wide mall vacancies at a Seven-year high

May 2016, Bloomberg

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The Lost Art of Human ConnecCons…

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Case Study: Hai Di Lao

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“What’s Missing?”

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Customers are NOT Numbers!

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The Problem with Professionalism

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Unless! you can convince them to reach from the Heart!

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“Humans are behaving increasingly more like Robots and Robots – More like Humans!”

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Siri

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Can Human defeat Robots?

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The Art of

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What is High Touch Service?

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BriCsh Airway

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  • 1. Love
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India Air Bnb

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  • 2. Feelings
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Anthony Wong

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  • 3. Kindness
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Interview Dk Kemariah Duraman

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India Uber

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  • 4. Care
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Cleveland Clinic

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  • 5. Empathy
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The Art of Touch

  • 1. Love
  • 2. Feelings
  • 3. Kindness
  • 4. Care
  • 5. Empathy
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Human ConnecCon

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When High Touch Goes Wrong

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Love Actually

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Uber SSR

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How can Human benefit from Robots?

A Beeer QuesCon!

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Megafash has grown from an online store to seven bricks-and-mortar

  • shops. Its annualised gross

merchandise sales for last year was reportedly $8 million.

Straits Times: 29 May 2017

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Exercise:

How would you sell a $250 Million Property?

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Break!

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CULTURE

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Best of Japan

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The Basic Calling to Serve …

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Why does Brunei’s Customer Service Suck?

Discussion:

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H i t $ 1 b i l l i

  • n

i n s a l e s 2 9

Best Company to work for: Fortune Mul>ple Best Customer Service Awards

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No Phone Script!

365 Days Postage Paid Return

Next Day Delivery

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75% OF SALES

REPEAT CUSTOMERS

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The Zappos Refund…

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Zappos Core Value

  • Deliver Wow through

Service

  • Embrace and Drive

Change

  • Create Fun and A Liele

Weirdness

  • Be Adventurous,

CreaCve, and Open- Minded

  • Pursue Growth and

Learning

  • Build Open and Honest

RelaConships With CommunicaCon

  • Build a PosiCve Team and

Family Spirit

  • Do More With Less
  • Be Passionate and

Determined

  • Be Humble
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Retail Strategies

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It takes 3 Seconds to Customers to Determine whether they Like You Trust You and Whether or not they want to do business with you!

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How to Create A Great First Impression?

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AnCcipate

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Leadership

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When Customer Service Suck; Who do you

FIRE?

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What if…?

  • I am not suited for the role?
  • No body ever recognises my good work?
  • No one ever taught me about the products?
  • I have no permission to make any decision?
  • I don’t feel my contribuCon is important?
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Leader’s Responsibility

  • Recruitment
  • Training
  • IncenCves
  • RecogniCon
  • Empowerment
  • Morale
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Employee’s Responsibility

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Servicing the Elite

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Exercise:

How would you sell a $250 Million Property?

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$ 250M House

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Louis Vuieon’s High Touch

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Training | Standards | ExecuCon

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Top Customers are graded, and all the staff are expected to not only know their names, but research

  • n their

background.

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Charles Djaileb, Paris

Hire People Crazy about your Products!

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Don’t Assume!

Rhadika Oswal

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Louis Vuieon ONLY?

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Finding Passion Beyond Labels

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  • 1. What is my Shoe

size?

  • 2. How many pair
  • f shoes do you

have?

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How to convert impassionate staff?

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What is your CRM Strategy?

CRM

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The Heart of Service

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Privilege to Serve

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Home Work

  • ShaunHoon
  • +673 7174286
  • Shaun@catalyst.com.bn
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Want today’s Slides?

www.EngineeringGrowth.com

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2 QuesCons

  • What Strikes You about today’s lesson?
  • What Change Are You Going to Make?
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FRIDAY 13th Oct