Keep the customer satisfied - 11 Jan 2016
By Jessica Taylor, Retail Editor (@Biz_Retail)
Clicks Group and Sorbet Holdings today announced the formation of a new company, Sorbet Brands Pty Ltd, which will hold all the trademarks related to the Sorbet brand in Southern Africa. The group has also signed a long-term licence agreement with the holding company to be the exclusive product development partner and retailer of Sorbet ranges in the region.
Following a slump in clothing sales over the Christmas trading period and having failed to revive sales in close to six years, Marks and Spencer announced last Thursday that CEO, Mark Bolland would retire. He will be succeeded on 2 April by Steve Rowe, a 27-year company veteran who heads the group's general-merchandise unit.
Oliver Merkel and Allison Gans suggest why sales staff is crucial to retailers' customer retention. Similarly, Tess Sulaman explains why brand loyalty is dead, using Simon & Garfunkel as a case in point. "Keep the customer satisfied [released in 1970] tells the story of the lengths the band would go to - the travelling, the exhaustion, being away from home - to perform to their fans. The song reflects the sentiments they sing about in another of their songs, Homeward Bound. Interestingly, though, Simon & Garfunkel never sing about fan acquisition, only fan retention. Keeping their existing customers (or fans) satisfied was their primary focus."
