Customers are now in charge
of the retail industry.
They have so much choice open to them.
And if you do not present them with the right
proposition and the right operation,
then they are going to choose to go elsewhere.
I'm exploring this with the team behind Uncrowd.
That is Richard Hammond and Rocky Howard
on Episode 68 of
the Retail Transformation Show podcast.
Here's a sneak peek.
There are retailers who,
for whatever sets of reasons,
are not changing, and are either
putting their head in the sand
or in worst cases, are hamstrung
by not having the tools they need
to be able to understand how to
make those transformations.
It looks very obvious when you see scars on
the high street, when you see a gap.
It looks like it's old retail that's dying
but the truth is,
a million miles away from that,
it's a brilliant time to be a retailer right now.
So what we found talking to various people
over the last six months, especially, is that
they've all been focusing their previous efforts
over the last few years on gathering data.
So big data was a big buzzword
that's been flying around.
They've now reached a point where they feel
like they've got enough or too much in most cases.
One of the challenges that they have is that
the frustration of having the data is causing
them to not see and get any value out of all
the effort they've made.
The Net Promoter System is interesting.
I've got a massive amount of respect
for its founder, but it's a cult.
It's a cult that's grown up.
There's a desperation for some
order in this chaos.
The one thing Net Promoter Score does do very well
is it does definitely tell you whether
you're doing things really badly or not.
If you're getting threes,
then you know there's a fire.
But even then, you don't know what's on fire.
You don't know where the fire is.
What Net Promoter Score does is it says,
"Hey guys! There's a fire but I'm going home now."
So that was all from Episode 68 of
the Retail Transformation Show.
Go and have a listen.
It's available for free on your favourite podcast app,
or check it out over at obandco.uk/68.
Enjoy!
