NEW PRODUCTS
Send your product details including a hi-res photo and brief description of the product. Email
mark.sutton@
intentmedia.co.uk. Or call Mark on +44 (0)1992 535646 for a chat.
ACT Why do customers leave you?
The ACT provides some insight into the top reasons behind why customers don’t come back to shops…
73% 21% 31% 17% 25% 48%
13% 14%
BBB Select Giftbox Windwave: 02392 505320
THIS IS an item for the cyclist who has everything, perhaps in every colour available, and ideal for a late pre-Christmas stock up. BBB has long been known for the quality of their cycling shades and the Select Giftbox builds on the quality aspect, introducing colour co-ordination with a carry case complete with one frame in black or white, six coloured lenses that adapt to the light conditions and seven temple tips to further customise the look. The package includes a clear lens for night riding
or extremely low light conditions, a yellow lens for overcast days that require tons of contrast, MLC lenses in red, blue and green for sunnier conditions and a Smoke lens. This entire package comes boxed in it’s own protective travel case, ready to hit the road.
9% 9%
15% 35% 15% 17%
WE’VE ALL witnessed retail inefficiencies in our day-to-day shop that project a perspective of bad service and in the current climate customers are increasingly likely to reject poor service when a competitor can offer similar products without the hassle. Research conducted on behalf of
Tern Multitool Cyclemotion: 01580 755633
THOSE LUCKY enough to have been in Vegas for Interbike may have spotted Tern’s Multitool, designed largely with the folding bike in mind, but also equipped with a bottle opener for those not shy of a post-ride beverage. It’s a nifty unit, packing 20 tools into dimensions
of just 90 x 54 x 28mm. Supplied with a handy pouch containing puncture repair patches, the tool has 6, 8, 10 and 15mm crescent wrenches, hex keys spanning 2 through 8mm, three spoke keys, a flathead, T25 and #2 cross-head screwdriver, tire levers and a chain tool. Tern’s Josh Hon believes it’s the only multitool with a 15mm wrench, ideal for wrenching off axle nuts on Tern’s folders, as well as those commonly used on fixies, among others. For more on the newly available supply of Tern for IBDs, email
mark.bickerton@
ternbicycles.com.
58 BIKEBIZ DECEMBER
Skillsmart Retail identified a high degree of disparity between why retailers thought they had lost customers and the real reasons for lost custom (see graph). Shortfalls in perceived customer service and quality are the key reasons that custom is lost. 68 per cent of lost custom is due to an attitude of indifference shown by shop staff 70 per cent of complainants will do business with you again if you go on to resolve the complaint in their favour 95 per cent of complainants will do business with you again if you resolve the complaint instantly For every customer who takes the time to complain, 26 other customers will remain silent and on average, dissatisfied customers tell 16 other people about their experience. The UK Customer Satisfaction Index (UKCSI) reported that companies with the lowest customer satisfaction rating all suffered a serious fall in sales in 2012. Customers are more discerning than ever and service is a major differentiator of where customers decide to shop. Levels of customer service do vary between organisations and individuals and the overriding factor in delivering customer service is the general ethos of the business owner. Retailers can no longer view customer service as an option; delivering a positive retail customer
experience is essential.
Retain custom with Cytech Retail A coherent retail service model is a key differentiating factor between a successful and unsuccessful business and the ACT is committed to assisting retailers to develop their customer service vision. The Cytech Retail Skills
“In the current climate customers are increasingly
likely to reject poor service when a
competitor can offer hassle-free help.”
Programme has been specially developed by ATG Training for the outdoor pursuits market, where customers are more discerning than most and staff need to deliver top class customer service. The benchmark qualification of
Cytech Retail is a Level 2 Retail Skills Apprenticeship, the ideal qualification for all employees over the age of 16 working within a retail environment. Training is delivered at the learner’s place of work by an experienced Cytech Training Officer. The customer journey is demonstrated through a variety of touch-points specific to your business. Cytech training will improve your
staff’s understanding of the customer experience and will help them to develop the skills necessary to ensure that the shop is efficient, customer-focused and profitable. All Retail courses will be Cytech-
certified, with both candidates and employers benefiting from the same recognition and promotional benefits as the Cytech Technical Programme. The Apprenticeship is supported
by Government funding and ATG has extensive experience in securing the best programme for your staff. If you want to increase sales –
For more information call ActSmart on
0845 618 7256
www.actsmart.biz
train your staff and improve customer satisfaction. To book a course or for more
information contact ATG Training on 0845 873 8440.
BIKEBIZ.COM
Customer view Retailer view
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