Great service or lip service? How to be genuinely and authentically customer centric Strategy for Breakfast

Tim Cassidy, Ellen Fearnley and Adam Burns are joined by best-selling author and top retail influencer Ron Thurston to talk customer service – how to get it right, and how so many get it wrong.


Plus: when leaders need to step back, the future for store associates, is it ever okay to put the customer second, and what really pisses Ron off?


Key discussion points include:


When is it okay to put the customer second?


Where is retail headed?


What is the future for retail employees?


Who is getting cultural transformation right?


What pisses Ron off?


Let us know what you think in the comments or email podcast@gdsgroup.com


Connect with Tim Cassidy on LinkedIn  Tim Cassidy | LinkedIn


Connect with Ellen Fearnley on LinkedIn Ellen Fearnley | LinkedIn


Connect with Adam Burns on LinkedIn Adam Burns | LinkedIn


Connect with Ron Thurston on LinkedIn  Ron Thurston | LinkedIn


 


Resources mentioned in this episode


Retail Pride RETAIL PRIDE


“Is China the future of retail?” Podcast Digitize or die - The Future of Retail - Strategy for Breakfast - Podcast.co


NG Retail summit Retail Summits, Conferences, Events | GDS Group


BRC-KPMG Retail Sales Monitor (online shopping stats for 2021) BRC-KPMG retail sales monitor – February 2021 - KPMG United Kingdom (home.kpmg)


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