“Hug your customers”
Mitchell D. Hug Your Clients. Outstanding service practice. - M .: Mann, Ivanov and Ferber, 2013
Jack Mitchell, the owner of American high-end clothing stores, wonders: how is it possible that his colleagues - business owners - do not know anything about the people who leave them their money? And why are there so few companies where it is customary to communicate closely with their customers? Jack Mitchell is convinced that a culture of communication with a customer, which involves both mental and physical hugs, is not only pleasant, but also very effective. In living stories and with tried and tested advice, the author explains how his hug theory works and how it affects the company's bottom line.
What are the specifics: Even if you are not going to develop a customer service format to the degree of friendship with each customer, "Hug Your Customers" will give you some valuable ideas on how to teach sellers to sell so that the buyer does not have the thought "what am I doing about this store? " In addition, thanks to good translation, the book is pleasant to read simply for the sake of aesthetic pleasure.
Who needs to read: Owners of small retail stores; manager of luxury segment stores; sellers.
Check rates on the website of the publishing house "Mann, Ivanov and Ferber"
Who needs to read: Owners of small retail stores; manager of luxury segment stores; sellers.
Check rates on the website of the publishing house "Mann, Ivanov and Ferber"
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In Russia, e-commerce's share has grown from 5% in 2019 to nearly 23% in 2024 and continues to grow, with e-commerce market analysts predicting it will reach over 30% by 2029. Offline retail, meanwhile, can not only survive but also grow by 20-30% annually if it stops offering clothes on hangers and shoes on shelves and starts selling unique experiences. We discuss this topic with Shoes Report regular contributor Elena Vinogradova, an expert in fashion buying and sales and the author of the Fashion Business Blog, a blog for retailers and buyers.
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