At 2019 Summer NAMM, customer service expert Shep Hyken hosted a popular NAMM U Breakfast Session, “The Customer Experience Revolution.” After the session, he received several common questions from attendees. He created this exclusive video for you, the NAMM member, so you could hear his responses.
For brick-and-mortar retailers, foot traffic is everything. But buying habits have changed, and the same reasons people used to come in your store could now be working against you. What’s obvious to your customers may not be as clear to you and your staff. Find out how to see the forest through the trees in this eye-opening session with industry veteran Tim Pratt of Dietze Music. He looks at ways to reset your team’s mindset for this new era of retail.
We all have slow weeks (and months) from time to time, but sitting back and hoping things get better is not a viable plan. Here, industry veterans Bob Popyk, Music Trades Magazine columnist, and Alan Friedman, a partner at Friedman, Kannenberg & Co., offer creative and inventive ways to keep your costs down and profits up during the slow periods. Find out how to drive store traffic and sales when times get tough.
We live in an age of disruption. Every week, it seems there’s a new strategy, technology or social media that’s a “must use” or game-changer for your music retail business or brand. But trust, connection, consistency and service will always trump the next app to hit the market. And at The 2019 NAMM Show, marketing rebel and branding and customer-engagement expert Scott Stratten hosted an inspiring NAMM U Breakfast Session to help NAMM members navigate this age of disruption.
Online rentals can bolster your customer service, streamline operations and, not least of all, give business a lift. Robert M. Sides Family Music now does a third of its rentals online, and in this session, Peter Sides, company president, shares his best practices and lessons learned.
Instrumental Music Center has won several awards for its customer service and sales staff, and in this session, you’ll find out why—and what you can take away from the store’s best practices. Company co-owner Leslie Faltin shares how her staff consistently delivers an outstanding “tailored” experience to every customer, every time. Walk away with ideas you can apply right away to improve the customer experience at your own business.
In the past decade, Quinn the Eskimo has become a major online seller of used and vintage horns, due in large part to its success on eBay. Here, company owner and eBay guru Matthew Stoecker shares his top tips, secrets and hacks to help you increase your own eBay business. He covers how to make an attractive listing, photography pointers, best practices for eBay’s condition categories and much more.
Presented By Mike Guillot
Music retail may be about face-to-face communication with our customers, but we can’t overlook the importance of email. So, how do we stand out from the clutter of email marketing and make the most of our communications? Mike Guillot of Mississippi Music offers 10 quick-and-easy tips for creating effective emails that get opened, read and responded to for measurable results.
In this NAMM U session, Mark Maxwell of Maxwell's House of Music shares his vision for creating a memorable store design for little cost. Find out how he designed and merchandised his store for maximum "wow" factor and personality—and what it means to your own business. “If you create a place where people want to come to, you’ll be successful,” Maxwell says.