Midday Keynote: Customer Service Excellence How-To's From Ace Hardware (2015 Retail Marketing Virtual Conference Session)
Sponsored by: Bronto John Surane, Executive Vice President Merchandising, Marketing and Sales, Ace Hardware Corporation
John Surane, Executive Vice President Merchandising, Marketing and Sales, Ace Hardware Corporation
Click above/below to view this webinar, originally offered as a session at 2015 Retail Marketing Virtual Conference & Expo.
As retailers know all too well, nothing is more memorable than good customer service – except, perhaps for poor customer service. And in today's competitive times, good customer service could be the key factor that turns a one-time customer into an all-the-time customer. Wouldn't it be great if you could learn best practices around this important part of your business from a customer service retail leader? Well, you're in luck.
In this keynote session, John Surane, the executive vice president of merchandising, marketing and sales for Ace Hardware will offer best practices around how to motivate and empower your staff to make your customers feel every bit as important as they are. Ace Hardware is a great example of customer service: It was used as a role model in Shep Hyken's best-selling book, "Amaze Every Customer Every Time, " was named one of the top ten customer service brands in the country by Business Week, ranked the highest in customer service in its industry by JD Power for the last eight consecutive years, and just last month Ace was named the Nation’s Favorite Home Improvement Chain in a study conducted by Market Force.
Participants to this session will learn the following:
--Ace hardware's customer service philosophy;
--how to develop an action plan to operationalize and improve customer service for your company;
--how to build a company culture around a customer-first mindset;
--how to teach employees how to amaze customers through stellar service;
--how to inspire employees at all levels to lead and realize the impact they have on the business;
--and so much more