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Friday Retailer Flex – Episode 16

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Creating a customer-centric retail environment.

Support the show

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The Friday Retailer Flex – Episode 16

Fri, 6/18

SUMMARY KEYWORDS

customers, customer centric, bicycle, customer centric culture, retail store, tip, employee, customer experience, values, experience, dealers association, customer feedback, create, points, store, commit, building, products, support, consumer centric

SPEAKERS

Heather Mason, NBDA

NBDA   00:10

You are listening to bicycle retail radio brought to you by the National bicycle Dealers Association.

Heather Mason  00:16

Welcome to the Friday retailer flex a weekly pointed digest of inspirational and actionable insights you can implement today. This is NBDA President Heather Mason. If you’re a first time listener, be sure to check out the previous episodes, do us a favor and leave a review. This Friday flex is about making your bicycle retail store customer centric. When you focus on building a customer centric business, you’ll be met with great returns. Being customer centric means focusing every aspect of your business, from marketing and sales, to product selection and support on your customers needs and interests and prioritizing your customers long term successes. Being customer centric as a way of doing business that fosters a positive customer experience at every stage of the customer journey that builds customer loyalty and satisfaction, which leads to referrals for more customers. accussed customer centric retail experience is memorable. Every team member listens to customers and is aligned on that goal. In turn, you offer products that meet customer needs, anticipates customers wants and you provide a level of service that keeps customers coming through the door and advocating for your bicycle retail store.

Heather Mason  01:35

Other benefits of being customer centric include having a better understanding of your customers pain points their thoughts and needs before, during and after purchase.

Heather Mason  01:46

Having an ability to improve your services and products as well as the channels through which they’re promoted based on customer feedback and increased employee happiness due to the presence of a customer centric culture throughout your bicycle retail store.

Heather Mason  02:02

Alright, now that we’ve covered the why, let’s take a look at the how we have five tips for building a customer centric bicycle retail store. Use these tips and create lasting long loyal relationships with your customers. Okay, first tip, make it a core value. If your goal is to become customer centric, there’s one surefire way to make the value spread like wildfire through your store. Make it a core value. We want you to literally put your value up on the wall and put it on your website as well. In doing this commits the concept to your leadership your entire team and to your customers. The second tip for building a customer centric bicycle retail store is to lead with purpose. leading with purpose is not about being a nice person or a likeable manager or owner. It’s about acting in a way that motivates your employees and creates a higher performing store. If your purpose is to make your bicycle retail store customer centric, make that known. You must articulate commit and show through your actions to your staff and community your purpose.

Heather Mason  03:15

The next tip is to model customer experience through your employee experience. So employee experience and customer experience are closely related. When you adopt a customer centric culture, it makes sense to model the way you treat your customers and the way you treat your people adopt a journey based approach to the employee experience. Looking at the touch points from recruitment and onboarding, to promotion in development, and succession planning, and how they individually and holistically contribute to an overall experience. Above all, we’re asking you to empower your employees to create experiences for customers that are authentic, and based on their beliefs and values, not just simple processes and behaviors.

Heather Mason  04:08

The fourth tip we have is to actively solicit customer feedback. Listening to customers is at the core of being customer centric. It’s tough to know how you can improve the customer experience. If you don’t have a system in place for collecting customer feedback regularly. You’ll find that customers can help steer you in a direction that other customers will love. And the final tip for creating consumer centric culture at your store is to hire for common values. The culture of an organization is made up of the people within it their actions, thoughts and behavior. It can be summed up and communicated by values and messages. And at the heart of the culture is about the individuals who make up your bicycle retail store.

Heather Mason  04:59

So makes sense to put customer centric values and priorities at the heart of your hiring process. When you are getting to know a potential new employee, spend time clearly communicating your values and finding out about thurs and make customer centric attitudes and experiences part of your selection criteria.

Heather Mason  05:22

Alright, developing a customer centric culture requires the involvement of your entire staff and a willingness from you as a leader to make bold decisions. committing to a long term goal of becoming genuinely customer centric can have a lasting impact on your bicycle retail stores customer satisfaction, employee satisfaction, overall performance and profitability. If you’d like to support the show, don’t forget to subscribe. Share your favorite episode with friends and on social media. We appreciate your support. Thank you for listening now go be great.

NBDA   05:58

This has been bicycle retail radio by the National bicycle Dealers Association. For more information on membership, and member benefits, join us@nbda.com

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The NBDA has been here since 1946, representing and empowering specialty bicycle dealers in the United States through education, communications, research, advocacy, member discount programs, and promotional opportunities. As shops are facing never-before-seen circumstances, these resources offer a lifeline. Together, we will weather this. We at the NBDA will not waver in our commitment to serving our members even during this challenging time—but we need your support.

Now is the time to become a member as we join together to make one another stronger. Whether you’re a retailer or an industry partner, your membership in the NBDA is one of the best investments you’ll make this year. 

Learn more about the benefits of being a member and join now.

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