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TREASURE TROVES OF ADVICE FROM BELIEVE IN MUSIC WEEK
THE MUSIC & SOUND RETAILER OFFERS COVERAGE OF SEVERAL EDUCATIONAL SESSIONS INTENDED TO HELP MI RETAILERS BOOST SALES AND PRODUCTIVITY
By Amanda Mullen, Anthony Vargas and Brian Berk Just because The NAMM Show was virtual this year did not mean there was any lack of actionable advice for MI retailers. Last month, we covered some Believe in Music Week educational sessions. This month, we offer many more insights from Believe in Music Week that might help to improve your business.
Defining Company Culture Let’s start with AMRO Music President CJ Averwater, who presented “How to Systematically Improve Your Customer Experience” on Thursday, Jan. 21. This session was dedicated to the importance of establishing a strong company culture in order to improve the customer experience at your retail business. According to Averwater, Amro Music saw a noticeable improvement in its customer reviews after he and his leadership team undertook deliberate efforts to codify and enforce their business culture. Averwater began this session by discussing what we mean when we discuss the “culture” of a business. “There’s a business leader here in town that defines culture as ‘the boss when the boss is not around,’” Averwater said. “Culture is the compass that guides our decisions. It’s the metric that we use to hire people. It guides our daily interactions with our team and our customers. It’s really who we are as a company.” Averwater first decided to really focus on his company’s culture and its impact on the customer experience after he read “The Amazement Revolution” by Shep Hyken. “The Amazement Revolution” features several case studies about what real companies are doing to create amazing customer experiences. 18
MARCH 2021