Episode 23: Sales & service - the lost art of retail

Written By Christine Cowan

There has been much trumpeting of "customer experience" over the last decade. However, the experiential foundations of the past 100 years are still indeed these: sales and service.

Have we forgotten what exceptional sales and service entail? This is different than having shiny interactive displays in store. Rather, this shows up when we shoppers have our specific problems solved, when we gratefully buy something more expensive because an associate helps us better understand the value it brings. And we don't feel 'sold'.

But why is it eroding? What are the underlying causes that are often missed? Why does online face its own challenges? And where do some innovations such as advanced chat or facebook live offer a lifeline?

Christine Cowan

Christine has lived in Portland, OR for 16 years, having grown up in Vancouver B.C. and then a 9 year stint in Toronto. Ont. before she made the move to PDX.  

She hails from a line of gardening women. Her beloved Tutu (grandmother) won awards for her garden, in particular for her roses.  Christine's mum Wendy was also an avid gardener who volunteered at the UBC Botanical gardens.  Christine's passion for gardening started early and in particular she was drawn to succulents and the unique creations of Thomas Hobbs in Vancouver.  She is inspired by the unique and often quirky look of the plants as well as the beautiful containers she puts them in.  Succulents are sustainable, peaceful and low maintenance. Each one is unique and some are flawed but they are just as beautiful - like we are as humans!  

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Episode 24: Grocer power plays send ripples with guest Sylvain Charlebois
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Episode 22: Scaling innovative food brands with guest Arlene Dickinson