Madison Reed CEO and founder Amy Errett on running a business that's thriving, despite the pandemic.Author:Stephanie SaltzmanPublish date:Aug 6, 2020The global economy — and retail, in particular — is struggling. With the pandemic bringing uncertainty to virtually every industry, this is a period in which many entrepreneurs are overhauling their businesses, reassessing their priorities and figuring out how to survive.
In just six years, Madison Reed has become an omni-channel business. We started out with a mission to bring better-for-you hair color and transparency to an industry where so much traditionally had been behind the curtain. As customer demand increased, we transitioned all of Madison Reed's Color Bar employees to our customer service operation 'Color Crew' to handle call volume, which jumped from 700 contacts per day to 4,500. We developed a new, efficient, intensive process that allowed us to expedite training while maintaining the same standard of service.
How would you say the pandemic transformed Madison Reed's business overall? What are the most significant ways it altered things? Even as salons re-open, we're seeing these dualists extend the time between their appointments, as well as more salon-goers opt for home alternatives, especially in areas of the country where Covid cases continue to rise. There are fewer appointments available because of limited operating hours and altered capacity.
Customers will also expect more from beauty and hair brands in the future when it comes to customer service and engagement. We've had to get creative in the last few months, meeting customer demand with virtual Zoom events and Facebook Lives. These kinds of intimate customer touchpoints will become more and more expected.
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