Retail Leadership, Customer Experience and Training Blogs

“We live and breathe customer service”, “Our customers are at the heart of all we do”... Most retail brands parrot the same buzzwords about being customer-centric 🙄 (Honestly, how did they ALL end up with the same empty statements on their websites? Was there a secret meeting I missed or something?!) The reality in their stores couldn’t be farther from it, though. What about YOUR branches? Are your customers actually king… or are your teams treating them like peasants? I ho

Yes, retail is struggling. Yes, surviving on the high street is more challenging than ever. And yes, our industry has indeed got a higher turnover rate than most. However, if you aren’t putting your staff’s mindset at the core of your retail brand’s culture and strategy, you don’t get to complain . Too harsh? Hear me out. The current situation for most retail brands I’ve worked in retail for over 20 years and bumped into the same problems over and over again. Now, don’t get

Supply chain chaos, bestsellers unavailable in-stores, low staff morale, shabby shop-fits all paired with lack lustre leadership points to one depressing future - retail is dying. In fact, retail has only been surviving on a knife edge for many years. Back in the 90's, 00's and even 2010's brands were scaling fast. Speed to open up as many retail sites as possible was the goal. Physical presence was king! Footfall was booming! Open in Europe! Open in The Middle East! Open in