Crafting consistency in everything concerning your business is also an important aspect to building the brand experience. While allowing room for discretion and accommodation, retailers should explain to their employees their customer service expectations and stress that customers are looking forward to quality experiences, which include not only interpersonal communication between store staff and customers but also a commitment to only the best standards of cleanliness and order inside the store.
“Merchandising allows you to tell a story, and the way you merchandise your products is a billboard for what you think about your business,” Herklots said. Herklots also suggested keeping some stock in reserve, which forces customers to ask about it. “That creates conversations with customers, which lead to education moments. Having staff that can teach your customers builds on the experience your brand offers your customers.”
Using a quote from business consultant, educator and writer Peter Drucker, “The greatest danger in times of turbulence is not the turbulence; it is to act with yesterday’s logic,” Herklots concluded his presentation by urging retailers to identify their key vendors and grow their businesses with them. He also told the audience to trust their gut feelings and their data, and he urged them not to fall into the trap of stocking items they want to sell over items that customers want to buy. He shared with them the importance of setting goals and then reducing them to manageable levels, thus making it easier to achieve them. Finally, he told the audience that change will be the consistent part of the premium tobacco business for the foreseeable future, and he urged them to craft business plans that are more resistant to change.
For a full video of Michael Herklots’ keynote address, click here.
This story first appeared in the March/April 2019 issue of Tobacco Business magazine. Members of the tobacco industry are eligible for a complimentary subscription to our magazine. Click here for details.
