kFlats - FOCUS ON FASHION RETAIL

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36
36
www.focusonshoes.com www.focusonshoes.com
FOS • May
2006
July 2006
CUSTOMER SERVICE
The ”TOP 10” List for
CARMEN HO
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and the ONE That Most Companies
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kSandals
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sophisticated design.
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36
FOS • July
May2006
2006
MAX KIBARDIN
and copper jacquard to create a
Superior customer service requires "being
available whenever and however customers
www.focusonshoes.com
FOS • May 2006
5
CUSTOMER
F A L L - W I N TSERVICE
E R 2 0 0 6 - 0 7 TRENDS
The ”TOP 10” List for
kR
Bags
G
EAT CUSTOMER SERVICE and the ONE That Most Companies Ignore!
A gal can’t have too many bags,
and this fall, there are some fresh
new styles and shapes from which
to choose. From slouch bags to
clutches, there’s something for
By Anne M. Obarski
everyone.
ESPEKT
Everyone
seems to have
This season, leathers
run the
gamut in color with
a earth
"Toptones
Ten List" these
predominating. Espekt
gone all
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Letterman is
out with a bright orange tasseled
famous
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number one
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itemcolored
is going
casual look, a cream
tote, to be.
trimmed in rich brown leather is sure
to
be a favorite.
across
this list that appeared on the
ESPEKT
#7 - Build relationships.
You can't manage relationships you do not
have.
#6 - Empower employees.
Don't make customers wait. Give employees
the authority to take care of problems.
M I C H A É L
VERHEYDEN
#5 - Learn how to speak on the phone.
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I ran
E S P E that
KT
will
Hawaii
Business
website
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Designers
are combining
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interest
textures,
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R & Y A Ustarts
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Cacharel
rich brown
thought
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multi-colored handle, while
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thing The
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and this season,
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Bank of Hawaii developed a program
are showing
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this article,
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if you
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which one
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in new textures and interesting
that
allowed customers to provide feedback
will be
number one!
colors. Franziska Hübener’s neat
little textured clutch is a blend of
SERVICE
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FOR
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dressed
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Never
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Customer
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point of difference to competitors if it
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square
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bagwhat
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and attention-grabbing
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closure treatment in both tan
textured leather as well as an
#8 - Renovate.
interesting black strip pattern
that blends
rich the results of a
Everyone
lovesinto
to asee
coppery
shadowed luster.
makeover
project.
6
36
directly to the company's
F R chief
A N Z I S executive.
K A H U¨ B N E R
Mike O'Neill, the CEO of The Bank of Hawaii
received 4,500 customer comments in the
first three months. As a result the bank was
able to make changes that have resulted in
LU C I L L A PAC I
a higher level of customer satisfaction.
#3 - Exceed customer expectations.
The C.S. Wo Gallery, for example, gives
customers a half-hour window to expect
C A the
C H A Rfurniture
EL
delivery of
they purchased
compared to "the usual eight-hour
timeframe" given by others.
#2 - "Be available."
LU C I L L A PAC I
Superior
customer service requires "being
available whenever and however customers
www.focusonshoes.com
FOS • July
May2006
2006
SERVICE
CUSTOMER
SERVICE
FA L L - W I N T
E RCUSTOMER
2 0 0 6 - 0 7 TRENDS
The
”TOP
The ”TOP
10”
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FRANZISKA HU
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Anne M.
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and this season’s By
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A M AT E R A S U
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in
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Kilbardin’s dress sandal is done in red
first
three the
months.
As
a
resu
first three months. As
a result
bank
was
metallic leather, while Laetitia’s spike
CHIE MIHARA
#10
settle for average.
#10 -heel
Never
settle
for- Never
average.
taupe dress shoe is decorated
able
tohave
makeresulted
changesinthat h
able to make changes
that
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service
willCustomer
remain a service
sustainable
with lacy
black trim.
a higher
level of customer s
a higher level of customer
satisfaction.
of difference
point of difference topoint
competitors
if it to competitors if it
Top designers
continue
to combineimproves.
continually
continually
improves.
M A T E R A S U customer
#3 - Exceed
customer
#3 - AExceed
expectations.
materials this season. Amaterasu
C.S. Wo Gallery,
for example,
gives for exa
The C.S. Wo Gallery, The
uses rich brown
trimmed
in
- Don't
take it personally.
#9 - Don't
takesuede
it#9
personally.
customers
a half-hour
windo
customers a half-hour
window to
expect
olive green. A touch of white at the
Find
what whatever
you can do
do out
to make
Find out what you can
toe adds interest to this shoe which
is
wrong
with
a
customer
is wrong
with
a
customer
right
again.
has a functional heel. Carmen Ho’s
simple brown leather pump has a
#8 with
- Renovate.
#8 - Renovate.
tall heel and is trimmed
a thick
to
make whatever
delivery
the furniture the
delivery
of the furniture
they of
purchased
right
again.
M A L Oto
L E"the
S
compared
to "the usual eigh
compared
usual
eight-hour
given by others.
timeframe" given by timeframe"
others.
WA L K T H AT WA L K
bandloves
of tan suede.
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loves
Everyone
to see
the results
of
makeover project.
to
of aavailable."
a see the results
#2 - "Be available."
#2 - "Be
makeover project.
Superior
customer
service re
Superior customer service
requires
"being
and how
whenever
available
however
customers
available whenever and
7
36
36
www.focusonshoes.com www.focusonshoes.com
FOS • May
2006
July 2006
CUSTOMER SERVICE
The ”TOP 10” List for
kS
Casual
ERVICE V I CG
ER-E A T C U S T O M E R
Fall conjures up images of football
s Ignore!
and the ONE That Most Companies
Ignore!
games, falling leaves, and crisp,
KARINE DUPONT
A M AT E R A S U
clean air. This year, casual fall fashion
mirrors the season, and features
some old favorites that have been
redesigned for today’s woman.
By Anne M. Obarski
ps.
hips you do not
Everyone seems to have
EMMA HOPE
a "Top
Ten List" these
days. David Letterman is
famous for his and I find
myself trying to guess
what his number one
item is going to be.
#7 - Build relationships.
You can't manage
relationships you do not
Leather bags are a must for fall,
have.
and top designers are using soft,
natural leathers in fresh new styles
Bill
tan shoulder
bag in
. Give employees
Don't make Amberg’s
customers
wait. Give
employees
rust leather
hasproblems.
a large zipper
f problems.
the authoritynatural
to take
care of
side pocket and is roomy enough
for the busiest woman. Cacharel’s
MALOLES
k on the phone.
#5 - Learn double-handled,
how to speak
on the
textured
tan phone.
Hawaii
Callacross
Center this list that appeared on the Kevin Johnson,
president,
Hawaii
Call
I ran
leather bag is dressed up with
an Center
IL BISONTE
interesting
closure
treatment,
while
ployees
that
will
Association
says
finding
employees
that will
Hawaii Business website a while back.
Il Bisonte’s
brownwell
leather
tote
bag
ell onMaybe
the phone
represent
your
company
on
the
phone
it peaked my interest because I
is deceptively simple yet functional
P A R E G Astarts
BIA
ew process.
during
the
job
interview
process.
thought who would ever have to worry
with a handy outer pocket and
siness, "Start by
Mr. Johnson sturdy
told double
Hawaiihandles.
Business,
"Start by
A matching
about giving good customer service in
y need to be
hiring the right
people.
They
need
to be
fur trimmed hat completes
Hawaii? Everyone is happy to be there or polite, well- leather,
the
look!
have the ability
mannered
and have the ability
yees.
live there, right?
st importantly,
ic. We all want
CAC
H A R E L what "paramatter
It is probably
true, no
e talking
to
dise" you live in, customer service is something that must be worked at on a daily
hat basis.
they want.
Consistency is the key. As you read
ped athis
program
article, see if you can guess which one
provide
willfeedback
be number one!
hief executive.
e Bank of Hawaii
TOP 10
GREAT SERVICE
A R LIST
I N E D U PFOR
ONT
omments inKthe
ult the bank was
#10 - Never settle for average.
have resulted in
Customer service will remain a sustainable
satisfaction.
pointB Iof
difference to competitors if it
LL AMBERG
continually
improves.
expectations.
#6 - Empower
that are employees.
also highly functional.
to manage conflict. But most importantly,
This season, top designers are
they've got to
be empathetic. We all want
combining materials to add interest
to feel like the
we're
talking
to
and person
excitement
to casual
fall fashion.
wants to help
us."
Karine Dupont uses a ribbed fabric trim
on two unique off-white bags. Maloles
has combined off-white
#4 - Give customers
whatshearling
they want.
highly polished olive green and
The Bank of with
Hawaii
developed a program
orange leather in a unique, sculpted
that allowedheel
customers
provide
feedback
ankle boot,to
while
Pare Gabia
has
directly to the
company's
chief
executive.
trimmed his wedge heeled, navy blue
bootof
with
a cuff
of creamMike O'Neill,mid-calf
the CEO
The
Bank
of Hawaii
colored
fur.
received 4,500
customer
comments in the
first three months. As a result the bank was
Casual footwear has also been
able to makeupdated
changes
that have
resulted in
this season.
Amaterasu
a higher level
of
customer
satisfaction.
has redesigned the clog, using black
leather with a thick, contrasting
sole and heel,
trimmed
#3 - Exceedstacked
customer
expectations.
ample, gives
#9expect
- Don't take it personally.
ow to
Find
out what you can do to make whatever
ey purchased
is
wrong
with a customer right again.
ht-hour
.
with goldfor
loops
that stretchgives
across
example,
The C.S. Wo Gallery,
the vamp.window
Emma Hope
has
customers a half-hour
to expect
taken a casual sneaker to new
delivery of the furniture
they purchased
fashion heights, combining
compared to "the tan
usual
eight-hour
and textured, brown
timeframe" given leather
by others.
to add zip to this
Everyone loves to see the results of a
makeover
equires
"beingproject.
wever customers
#2 - "Be available."
#8 - Renovate.
36
FOS • July
May2006
2006
functional fashion favorite.
Superior customer service requires "being
available whenever and however customers
www.focusonshoes.com
FOS • May 2006
8
CUSTOMER
F A L L - W I N TSERVICE
E R 2 0 0 6 - 0 7 TRENDS
kBootsThe ”TOP 10” List for
K AT I A
LOMBARDO
GREAT CUSTOMER SERVICE and the ONE That Most Companies Ignore!
There’s nothing boring about this
season’s collection of boots. Top
designers have pulled out all the
stops and have created fashionable,
one-of-a-kind footwear that is sure to
turn heads.
K AT I A
LOMBARDO
JAN
JANSEN
By Anne M. Obarski
Colors generally lean towards earth
Everyone
tones, as with Katia
Lombardo’sseems to have
"Top
Ten List" these
laced up, brown a
suede,
Victorian
styled boot, but this
season,
top
days. David Letterman is
designers are showing patterned
famous for his and I find
boots that create a colorful contrast
myself
to fall’s more subdued
color trying
palate. to guess
Cacharel prettieswhat
up a tall,his
slender
number one
dress boot by using a floral pattern
item is going to be.
featuring a mix of brown, black,
white, and purple, while Maloles’
primary
colors
intricate,
I ran uses
across
this
listin an
that
appeared on the
embroidered pattern to create an
Hawaii
Business website a while back.
outstanding effect.
Maybe it peaked my interest because I
Textured
exotic
skins are
also have to worry
thought
who
would
ever
prominent this season. Guillaume
aboutHinfray’s
giving
good customer service in
flat heeled beauty blends
is happy
Hawaii?
Everyone
different
hues of orange,
while to be there or
Jan Jansen’s
playful multi-toned
live there,
right?
creation is a mix of natural colors
and textures. Katia Lombardo’s spike
no matter
It is probably
heeled boottrue,
is a spectacular
blendwhat "paramuted
dise" of
you
liveearth
in, tones.
customer service is some-
thing that must be worked at on a daily
Ankle boots are anything but
basis.ordinary,
Consistency
isinteresting
the key. As you read
offering an
alternative
forif
casual
dress.
this article,
see
you orcan
guess which one
Amaterasu
hasone!
designed a kicky
will be
number
#7 - Build relationships.
You can't manage relationships you do not
have.
LIZ CARINE
#6 - Empower employees.
Don't make customers wait. Give employees
the authority to take care of problems.
CACHAREL
#5 - Learn how to speak on the phone.
Kevin Johnson, president, Hawaii Call Center
Association says finding employees that will
represent your company well on the phone
K AT I A
GUILLAUME
starts
the job interview process.
LOMBARDO
H I N F Rduring
AY
Mr. Johnson told Hawaii Business, "Start by
hiring the right people. They need to be
polite, well- mannered and have the ability
to manage conflict. But most importantly,
they've got to be empathetic. We all want
to feel like the person we're talking to
wants to help us."
#4 - Give customers what they want.
The Bank of Hawaii developed a program
that allowed customers to provide feedback
little boot with a retro feel, matching
directly to the company's chief executive.
A M AT E R A S U
contrasting colors with bold styling.
SERVICE Mike O'Neill, the CEO of The Bank of Hawaii
TOP On
10theLIST
FOR
other end
of theGREAT
style
received 4,500 customer comments in the
spectrum, Liz Carine’s startling dress
first three months. As a result the bank was
boot pulls
together
classic
#10 -ankle
Never
settle
for
average.
able to make changes that have resulted in
styling and colors in a bold and truly
Customer service will remain a sustainable
fresh design.
a higher level of customer satisfaction.
point of difference to competitors if it
continually
improves.
Spike heels
are still a designer
#3 - Exceed customer expectations.
favorite, and create a long, slender
line. Katia take
Lombardo’s
fall collection
#9 - Don't
it personally.
features
simple
that
can
doare
to make whatever
Find out
what
youlines
emphasized
by
the
dramatic
heel.again.
is wrong with a customer right
Her line includes a black, Navajoinspired spike-heeled boot, along
#8 - Renovate.
with a dramatic, white satin and fur
Everyone
lovesbeauty.
to see the results of a
bejeweled
makeover project.
9
36
The C.S. Wo Gallery, for example, gives
customers a half-hour window to expect
K Afurniture
TIA
delivery of the
they purchased
MBARDO
comparedL Oto
"the usual eight-hour
timeframe" given by others.
#2 - "Be available."
M A L O LSuperior
ES
customer service requires "being
available whenever and however customers
www.focusonshoes.com
FOS • May
2006
July 2006