Sep 16, 2024
With host retail coach Wendy Batten
https://wendybatten.com/podcast-intro/
In This Episode:
Do you feel like you are always looking for new
customers? Did you know that it is less expensive to keep your
customers coming back than it is to market to new ones?
In this episode of The Creative Shop Talk Podcast, I’m
sitting down with Katrina Scarlett of Scarlett & Co. to chat about
how independent retailers can elevate their in-store experience
through a hospitality-driven approach and focus on customer
retention. Katrina is a customer experience expert whose company
specializes in helping clients improve retention, satisfaction, and
monetization efforts to make a bigger impact. While she works now
mostly with authors and coaches, her experience and approach are
perfect for retail. I am so inspired by her work and am excited to
share this conversation with you. Let’s dive in!
Here are some of the highlights and major touchpoints
of our chat:
-
Customer Retention as a Key
Strategy: Katrina emphasized that customer retention goes beyond
repeat visits—it’s about creating loyalty and fostering a referral
network. Loyal customers not only return but also spread the word,
helping retailers grow their business organically. -
The Five Pillars of Customer
Experience: Katrina’s framework focuses on five essential areas
that retailers should prioritize and with this framework, can set
up actual operational guidelines for their staff and
business.
-
Culture: A customer-centric
culture should start from the top and flow throughout the entire
team. -
Service: Retailers should focus on
delivering more than just basic customer service—serving with
intention and heart is essential. -
Offers: Product mixes should cater
to customers’ needs and desires, not just the store owner’s
preferences. -
Operations: Streamlining processes
and systems makes shopping easier and frictionless for
customers. -
Journey: The customer journey
includes every interaction and touch point, from first impressions
online to in-store purchases and beyond.
Adopting a Hospitality Mindset:
Adopting a hospitality-first approach in retail is key. Treating
customers like valued guests can make a significant impact on their
experience and loyalty.
Importance of Operations:
Efficient operations, such as easy returns and smooth checkout
processes, are vital for improving the overall customer experience.
Katrina highlights that operational decisions should always
consider both the business and the customer’s experience.
Customer-Centric Focus: The
success of a retail store is built on the satisfaction of its
customers. Period.
“Return to your heart of service.” -Katrina
Scarlett
Listen to the full episode to hear more ideas, the why
and how to’s. You will gain actionable insights into how to improve
your retail shop’s customer experience, build stronger loyalty, and
create a hospitality-driven retail culture!
About Katrina and Scarlett & Co.
Katrina Scarlett is the founder and driving force
behind Scarlett & Co., a company that specializes in helping
authors and coaches improve their client retention, satisfaction
and monetization efforts so they can increase their profits and
expand their impact.
You can follow along with Katrina and Scarlett & Co.
here:
Website |
Instagram
| Facebook |
LinkedIn
17 Easy Ways to
Improve Client Satisfaction & Retention
Ready to Level Up? Join The Retailer’s Inner
Circle.
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Related podcasts we think you’ll like:
Episode
93: How to Wow and Delight Your Customers and Keep Them Coming
Back
Episode
118: How to Create Loyalty and Amazing Customer Experiences
with Author Shep Hyken
Episode
144: How to Create a Customer Journey Map
Episode
215: Coffee Break Chat: Customer Service vs. Customer
Experience
About your host, Wendy Batten
In case we haven’t met yet, I’m Wendy, a small
business coach and founder of the
Retailer’s Inner Circle, where I help other independent shop
owners learn how to gain the right business skillsets to see more
profits, paychecks, and joy as they navigate running their retail
business.
Through online classes, business coaching programs,
speaking, and a top-ranked podcast,
I’ve helped hundreds of retailers around the globe reclaim their
dreams and see the success they want from their beautiful shops. My
signature private coaching community, The
Retailer’s Inner Circle, has helped retailers around the world
build their retail business skill sets and confidence.
I am proud to have been featured in several major
publications, including my own business column in What Women Create
magazine. I have been privileged to be a guest on top-ranked
podcasts and sought-after as a guest speaker and teacher for
several brands, associations, and communities that are passionate
about the success of independent retailers.
When I’m not coaching, you will find me either DIYing
and renovating my very imperfect old crooked cottage by the sea in
the UNESCO World Heritage town of Lunenburg, NS, or blogging about
our travel and RVing adventures and the weird fun things we get up
to in our coastal village. I’d love to invite you to check out one
of my free resources for real retailers at https://wendybatten.com/free-resources/
For more support from Wendy
Retailer’s
Inner Circle – Join Wendy inside the best retailer’s
community
Free
resources for shop owners
Hang out and connect
with Wendy on IG
All
of Wendy’s programs and services for shop owners can be found
HERE.
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