Recent media reports regarding the war against online shopping and retail giants such as Harvey Norman, Myer and so forth provides a perfect example of ‘out-of-touch’ organisations who do not know what their customers want.
In this example, if Gerry Harvey spent the last two years developing an online retail strategy, instead of fighting and arguing against the rise of online shopping, things could have been very different for him, and I’m sure customers would have been happy to purchase items through them (read our previous blog post for our take on online shopping).
So in this instance, what should Harvey Norman and other retailers do? Well first off they should have asked you what you want, ie. found out why you shop with them, what you think about them and so forth. The irony is that due to the technology age we are in,
It is not a difficult or pricey task to undertake, as there are many forums and social networking sites and blogs (like Vent2Me) that you can reveal your frustrations/experiences. So in reality, Gerry Harvey and the other billionaire tycoons have perpetuated the cycle and made things worse for themselves, because they always focused on cutting costs and not looking at what they can do to you keep you as a customer! Take Myer for another example, they recently finished the majority of the renovations in their CBD store in Melbourne – but you still can’t get a level of customer of service that I would expect from such a ‘designer’ brand (as they are beginning to position themselves as). The lesson to be learnt here is that having customers is a privilege not a right – and organisations should do everything they can to ensure they provide the best level of customer service possible.
So there you have it, now you know why you feel dissatisfied, angry or annoyed with service organisations and in most instances it is because they don’t do the bare minimum required to keep you satisfied.
Have you had a bad experience with a retailer such as Harvey Norman or Myer? Feel free to share with us your experiences. If you have had a positive experience, share that too!
Until next week,
Julia Taine, Executive Director of Vent2Me, is a marketing problem solver and mentor. A mover and a shaker, Julia sees a niche in an industry, and takes it, by making it her own. Julia started Vent2Me, because people she knew were struggling with their online presence and their digital strategies. Julia knew she could help these people, and so here she is today.