Choosenick. Notes and observations on service design, as well as other interesting things/thinking. By Nick Marsh.



Global Leaders in Business and Academia Call for New Focus on Service Innovation »« Sydney University now offering Service Design modules...

The Customer Playbook: Treating Customers Like a Football!

"When the Ace Hardware store in Cape Coral, Fla., gets hectic, Linda Gillard takes on the role of customer coordinator, known around the $3.8 billion hardware cooperative as a "customer quarterback."

This new position, which Ace has started adding to all of its 4,600 U.S. stores this year, only comes into play when traffic is heavy, and it has just one goal: helping customers. Gillard talks to incoming shoppers, analyzes their body language, and decides whether each one is a browser, a mission shopper with no time for small talk, or someone gearing up for a project. Then she calls the play. Using an earpiece, she radios ahead so the right expert is waiting when the customer gets to the aisle. Just looking? The team gets a warning: "We have a browser who doesn't need any assistance. Give them 5 or 10 minutes before you ask if they need help."

Serious customer centricity at Ace Hardware, from Business Week.
April 28th, 2008 / Trackback / Comments