Turning Problems Into Customer Loyalty

When c-store workers commit to superior service, customers have better experiences.

August 09, 2016

ALEXANDRIA, Va. – The bad news for retail is that service is actually worse now than it was two decades ago. But the good news—news that c-stores can capitalize on—is that if your staff is equipped to give great service, you can get higher prices, free marketing and happier employees. This is exactly what John Goodman, vice chairman at Customer Care Measurement and Consulting (CCMC), will focus on at a session he’s presenting at the 2016 NACS Show in Atlanta, October 18-21.

Goodman’s experience with customer allegiance runs deep, as CCMC’s satisfaction and loyalty surveys and analytics have been used by more than 40 of the Fortune 100 companies to produce a better ROI from their investments in customer experience. He has also managed more than 1,000 separate customer service and experience studies, including the White House’s evaluation of complaint handling practices and Coca-Cola USA’s word of mouth and consumer education studies.

A published book author, Goodman originated the well-known lessons, “It costs five times as much to win a new customer as to keep an existing one” and “Twice as many people hear about a bad experience as a good one.” In his NACS Show session, Goodman will go in-depth on the results of the 2015 National Rage Study and enlighten attendees on what customers really want. (Hint: It’s not what you think.) Attendees will walk away from the session with five easy actions to assure frontline employees will be successful with service, without giving away the store.

Learn more at Goodman’s NACS Show session, “Turning Problems Into Customer Loyalty,” on Wednesday, October 19 at 8:00 am in Atlanta. Education sessions are one of the top reasons the convenience store industry attends the NACS Show every year. Visit nacsshow.com to see the entire line-up of speakers and to register today!

Want to take your Show experience one step further? Retailers can submit a 60-second video answering the question, “Why attend the 2016 NACS Show in Atlanta?” and potentially win some cool prizes, including dinner at a popular celebrity chef restaurant in Atlanta, a hotel room upgrade or a champagne toast for 20 of your employees.

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