Australian retailers need to look at their counterparts overseas to understand that good communication with customers and high levels of service are essential. That's the view of Dennis Casey of BORN Retailer International, who says innovation and good customer communication are the keys to success. He says managers need to spend at least 60 percent of their time on the shop floor, not in an office. And Australian retailers have been slow to adopt the technology that's making online selling successful worldwide - offshore retailers can be expected to take up the slack. In Dennis's view, Australian customer service rates at 3 out of 5 at best, and lower in department stores.
Adobe Flash Player (version 9 or above) is required to play this audio clip. You also need to have JavaScript enabled in your browser.
|
