Hug Your Customers summary

The “hug” in “hugging culture” isn’t just metaphorical. Sometimes making physical contact with your customers is very beneficial. There are a few reasons for this.

First off, physical contact makes people feel good. Everyone values that kind of emotional support.

It’s not pleasant to enter a shop and hear a worker parrot a line like “Welcome to X, my name is Y, how may I help you today?” No one likes to be treated as if they’re the same as everyone else.

That’s why the best companies treat every customer like a VIP. Customers love to be spoiled.

Once you understand what a hugging culture is, the next step is to implement it. One good way to start is to make sure that every department of your company is housed in the same building.

Keeping everything in one place isn’t just about saving money on rent. It’s good for the customers too. When the marketing, planning and selling teams are in one place, it’s much easier for the team members to work together to create a great customer experience.

Your hugging culture depends largely on your staff members and their interpersonal skills, but that doesn’t mean there’s no room for technology. Technology and data are a big asset in a hugging culture – let’s look at the reasons why.

Data can help customers get immediate access to the information and assistance they need when they’re in the store. Mitchell’s has a sophisticated data system and information terminal for helping customers in need. Customers and staff alike can use it to look through the clothing collections and get recommendations on new combinations.

Customer service is vital, but how can you afford it in today’s troubled economy? Fortunately, there are a few strategies.

The first thing you need to do is examine the different sectors of your company and determine which have to be stable in order for you to survive an economic crisis. Pay careful attention to your outcomes and downsize to an outcome level in accordance with your income, if necessary.