A booming gelato business is using social media to tempt customers to visit their quirky Redfern store and experience firsthand the instore customer service that’s made them a favourite with Sydney locals.
Renowned gelato artisans, Mark Megahey and Sean O’Brien from Ciccone & Sons, will share their business insights at the City of Sydney’s free City Thought Leaders seminar – Elevated state: customer experience is everything – on Wednesday 29 March.
They will be joined by lifestyle design boutique Becker Minty director, Jason Minty, and small business expert Jacqui Attard from the not-for-profit enterprise Realise Business, who will offer advice on the importance of customer service to drive business growth.
Creating an instore customer experience proved successful for Ciccone & Sons, whose small Redfern shop has a distinctly laid-back appeal.
“Social media allows our customers to get an insight into what they will experience instore. We’ve used it to reiterate our branding by ensuring it is consistent with the instore experience, such as when we have a new flavour or doing something exciting for our customers.”
“We like the store to feel comfortable – like an extension of home. We play music we like and we decorated the shop with paintings and tapestry that we would hang on our walls at home,” Mr O’Brien said.
Becker Minty’s founders created a unique lifestyle boutique in Potts Point a decade ago. But it was their desire to create a buying experience that has seen the store go from strength to strength.
“We sell one-off, high end products that you won’t find everywhere else, and part of that package is to provide an experience that you only get instore,” Mr Minty said.
“Our staff spend a lot of time creating profiles on our customers so that we can offer a bespoke service, and much of our clientele are now repeat customers.”
Lord Mayor Clover Moore said events like the free Thought Leaders series offered Sydney startups a unique opportunity to learn from successful business owners and operators.
“Sydney is home to a diverse range of businesses and the City is committed to nurturing economic growth so more businesses can open and flourish and continue to create more job opportunities in the area,” the Lord Mayor said.
“One of the ways we can do this is to give small businesses the tools they need to try new ideas and boost their capacity to attract new customers.”
According to Ms Attard, offering good customer service is one of the easiest ways small businesses can compete with bigger operators, but that it is also one of the biggest challenges for new enterprises.
“Successful business deliver a high level customer service and today customer expectations are high,” Ms Attard said.
“Business owners need to ensure their team consistently delivers their ideal level of service. You need to have clear guidelines on how clients are handled at every step of the purchase journey.
“Training, induction, having clear processes in place and understanding your brand values are all vital for delivering the level of customer service people now expect from a business.”
The free City Thought Leaders seminars featuring Sydney’s experts in their field will be held at Customs House from February to November on the last Wednesday of the month.
Elevated state: customer experience is everything
Date: Wednesday 29 March
Time: 6.30pm to 8.30pm
Cost: free, but bookings are essential
Bookings and event information: whatson.cityofsydney.nsw.gov.au/events/cult-following-your-brand-your-business
Future seminars are:
- Play hard: how businesses can exploit Sydney’s festival scene – 26 April
- No ‘i’ in ‘team’: understanding how vital staff are to a business – 31 May
- Our future is here: Sydney’s startup business revolution – 28 June
- Grass is greener: sustainable business practices – 26 July
- Same but different: how innovation is changing the face of business – 30 August
- Creative enterprises: it’s not as easy as you think – 27 September
- Stand and be counted: women led businesses – 25 October
- Now you see me: how important brand is to business – 29 November
For media inquiries or images, contact City of Sydney Senior Media Advisor Belinda Wallis
Mobile 0467 810 160 or email firstname.lastname@example.org
For interviews with Lord Mayor Clover Moore, contact Matthew Levinson
Mobile 0499 319 385 or email email@example.com