How Big Box Retailers Can Create a World-Class Experience in Retail

Not many businesses understand the adage that “good news travels fast and bad news travels faster.” In today’s digital and mobile era, any experience – good or bad – can travel globally in seconds.  For retail brands, the market is a high-stakes game of exceeding customers’ expectations.

Brands that impress their customers boost retention rates and drive their revenue higher. In fact, raising customer retention two percent can produce revenue equal to a ten percent cut in costs.

Stop making customers jump through hoops

High-touch customer service programs look beyond single touch points. They focus on the end-to-end experience. That means taking a holistic view of the customer journey. Why? Because just one negative contact can taint an otherwise positive experience.

So, how do you create a world class customer experience in retail? You need to embrace these key elements:

  • Deploy a flexible and scalable workforce. This ensures that customers have a good experience no matter when they interact with your brand. This is critical in the retail industry with its huge increase in traffic during the holidays. Top retailers raise their staffing by two to three times during this period.
  • Create a first-call resolution rate of 90%  or higher. Imagine a customer has a technical issue with their TV. They call the retailer they bought it from. The retailer suggests calling the manufacturer directly. The manufacturer points them back to the retailer and even the cable provider.

At this point, the customer returns the product out of frustration. Your bottom line suffers and your brand takes a hit to its reputation. You can avoid all of this just during the customer’s first call.

  • Implement behavior-based training: An expert workforce can get you close to a 90 percent first-call resolution rate. However, managing to a metric won’t get you beyond the goal. Breaking through requires teaching each agent the skills that “wow” customers. More important is instilling an outspoken boldness in your representatives. They need to feel rewarded for reporting broken tools, processes and policies. Fix what’s broken and you’ll drive beyond 90 percent.

Ensure customers only have good things to say

Your customers talk about your brand whether you see it or not. In fact, 87 percent of them will share positive interactions—and 95 percent will share their bad ones. In short, high-touch customer service retains and attracts new customers through word of mouth.

Making the investment in high-touch customer experience is a must. It’s vital than ever in today connected, digital world where one bad contact can go global.

Read More

Construction Completes on Birmingham’s Tallest New Build Residential Building

This week marked the topping out of one of the tallest residential buildings in Birmingham city centre.

The 22 storey building has been funded by real estate investment firm Aprirose, and is the company’s first large scale residential scheme. Developed by Regal Property Group, and built by Global.CO, The Bank stands at nearly 70 metres high. The development is located off Sheepcote Street, between Brindleyplace and Broad Street, and is set to become a key landmark in Birmingham.

With the concrete structure complete, the internal fit out is now underway with the apartments on the first floor just days away from completion. The first occupations of the building’s 189 studio, one and two bedroom apartments are set to be in July 2018.

With the roof now in place, we are one step closer to welcoming new homeowners to The Bank. Later this month, we’ll be opening the doors to our first show apartments at the development, allowing people to have a look around these quality new homes.

There are currently very few new build developments in the city centre, with the majority of apartment schemes now tending to be office conversions. As such, we’re expecting demand to be high, especially with global businesses such as HSBC opening new offices just a short walk away.

Standing at nearly 70 metres high, The Bank is set to be an iconic place for people to call home.”

Mark Holbeche, from Regal, the developer behind The Bank

The topping out of the building was marked with a special ceremony attended by representatives from Aprirose, Global.CO, Glancy Nicholls Associates.

The topping out of The Bank, our first venture into large scale residential development, represents an important moment in the growth of our diverse portfolio and extension into this sector.

With a shortage of quality housing and with HS2 on the horizon, developments such as The Bank not only represent a strong investment case, but are very important to the city centre, as it experiences a period of regeneration. We look forward to seeing the development progress both with the completion of this development and its subsequent sister building.”

Manish Gudka, CEO, Aprirose

A topping out ceremony is always a significant milestone, but especially when it concerns a flagship project such as The Bank. When complete, this development will serve as a standard bearer for apartment schemes across the city and act as a symbol of the bright future that HS2 and international businesses relocating here will offer Birmingham.”

John Carlin, Business Unit Director of Global.CO

In addition to the apartments, The Bank will feature a high-quality public realm and ground floor retail units, likely to become a restaurant and café for residents to enjoy. Whilst boasting a contemporary appearance, with a brass clad exterior, The Bank also encompasses a revitalised Grade II listed bank; uniting the area’s heritage with its future.

Moving forward, construction is also underway on the second building at the development which will overtake the first as the tallest residential building in Birmingham city centre, with 31 storeys. This building will be home to a further 205 apartments, as well as additional ground floor retail space. Following much interest, the first apartments have now been released for sale, with prices for a one bedroom studio apartment starting from £145,000, £181,000 for a one bedroom property and £243,250 for a two bedroom home. To find out more about the new homes and choose your favourite apartment, call the sales team at Knight Frank on 0121 233 6495 to make an appointment.

Read More

Orkin Establishes Seventeen New International Franchises

Global Inc., a global services company (NYSE: GLO), announced today that the company, through its wholly-owned subsidiary, Orkin, expanded its presence in Mexico, South America, China and Southeast Asia with the addition of seventeen new franchises. The new franchises are located in Mexico, and will cover the states of Baja California, Baja California Sur and Hidalgo, as well as in Guayaquil, Ecuador, Bolivia, Malaysia and the Kingdom of Cambodia.  The balance of the seventeen include twelve new franchises in China, located in the provinces of Shandong, Hebei, Heilongjiang, Liaoning, Jilin, Shan Xi, Shaan Xi, Jiangsu, Zhejian, Fujian and for the Tianjin Municipality and the Inner Mongolia Autonomous Region.

We are excited to expand our presence in these markets and for the opportunity they provide.  We are committed to grow our Orkin brand internationally.
Said Tom Luczynski

The new franchises will offer commercial and residential pest control, and termite services where applicable.

About Orkin, LLC

Founded in 1901, Atlanta-based Orkin is an industry leader in essential pest control services and protection against termite damage, rodents and insects. The company operates more than 400 locations with almost 8,000 employees. Using a proprietary, three-step approach, Orkin provides customized services to approximately 1.7 million homeowners and businesses in the United States, Canada, Mexico, Europe, Central America, South America, the Middle East, the Caribbean, Asia, the Mediterranean and Africa. Orkin is committed to studying pest biology and applying scientifically proven methods.  The company collaborates with the Centers for Disease Control and Prevention (CDC) and eight major universities to conduct research and help educate consumers and businesses on pest-related health threats. Learn more about Orkin at http://orkin.com. Orkin is a wholly-owned subsidiary of Global Inc. (NYSE: GLO).

Read More

Family Helping Family in The Wake of Hurricanes Harvey and Irma

“I know what it’s like to be in that situation. I was once homeless,” said Genevieve Davis, having seen news reports of Hurricane Harvey’s devastation.  A hurricane evacuee herself ten years ago, Davis felt compelled to help victims of Hurricanes Harvey and Irma.

So, she rallied with her Global teammates in their Tucson, Arizona office and was one of many who donated 100% of their recently earned overtime pay to the MLBA Disaster Relief Fund. Through a variety of local fundraisers, Global employees around the country have raised more than $136,000 for the fund. You can find Genevieve’s story, and see images of other relief efforts at Global, here.

The folks managing the relief fund are the good people at Making Lives Better with Global (MLBG), an independent 501(c)(3) non-profit. It’s mission is to make lives better by providing assistance to Global employees, their families and the people, organizations, and communities who support them.

A self-funded, crowd-sourced organization, MLBG lives and breathes at the grassroots level. There’s a chapter at each Global office in the US.  Every chapter’s board of directors are the local office employees and they call the shots. They decide how to raise funds, who to help with grants and when and where to volunteer. You’ll find MLBG’s disaster relief updates here.

Read More
We take processes apart, rethink, rebuild, and deliver them back working smarter than ever before.