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How to Create an Unparalleled Experience by Making Customers the Center of the Universe with Jack Mitchell and Joe Cox
Manage episode 288961791 series 2886964
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In this episode, Joe Cox and Jack Mitchell from Mitchell Stores join the show to talk about their business model: hugging your customers. They use this metaphor to describe the feeling of family they have with their customers and clients. Jack talks about the values that have shaped the business since it began and shares some wonderful success stories of their employees’ dedication to the highest level of service for their customers.
Key Takeaways:
- “Hugging” your customers started with their parents back in 1958. The idea grew out of their desire to treat their customers like their friends; it is about not only the service but the atmosphere of being welcomed into their home as well.
- The values they’ve built their philosophy on are: customers, relationships, data, and excellence. The customers should be the center of the universe; their business is built on personalizing the relationship with every customer that comes into their stores.
- Jack shares some of the ways they are raising service standards, including keeping track of personal events they may need clothing for, keeping a record of items they’ve purchased previously, and being honest about how something looks, rather than just taking the sale.
- Part of their unparalleled service is having a standard of customer care across all of their stores. Joe Cox provides seminars to sales representatives, and Jack is always looking for ways to highlight these personal success stories.
- One of their values is to actually have fun, and helping someone out in these service situations is fun for the employees.
- To get in touch with Jack for speaking or to get copies of his books, you can email him jackm@mitchells.com or give him a call: (203) 984-7894.
- The hug culture is a genuine approach because they love their customers. If all businesses could do this, the world might be a better place to shop. If we could do this with everything we do, the world would be a better place to live.
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