The retail business world is a constantly changing world, and keeping up with customers’ expectations in a market full of customers that want different things at different times can be daunting. Although it is hard to make a sweeping generalization about what all customers want, where customer service is concerned, it is, however, wise to note that there are some commonalities we can look at in setting the bar. Listed below are 6 suggested focus areas for delivering what a customer wants:
As simple as this sounds, the truth is that shoppers will likely become repeat customers when you offer services better than their competitors. To achieve this, constant training on customer service delivery should be provided to new and existing staff. Asides customer service, retailers can reward frequent customers and encourage repeat purchases by encouraging them to sign up for loyalty programs. Finally, conflict should be managed without making the customers feel cheated; set a system in place for customers to return a product they are not happy with. When customers return defective goods, alternatives should be provided alongside a written apology. This helps build customers’ trust in your brand and strengthens customer retention.
Convenience ultimately is saving customers time and effort. Time, they say is money. Providing convenient services for customers is a key driver of customer loyalty. Customers don’t mind paying extra for convenient services. This is simply because when presented with ways to get the product faster, with even less effort, they jump at it. From opening a store in a convenient and easily accessible location to extending opening hours. All these benefits the customer and improves loyalty. Another way to appeal to your customers is by presenting a variety of delivery options like same-day delivery, next day delivery, buy online pick up in person, etc. this gives you a remarkable edge over competitors. Lastly, having a wide range of payment methods gives shoppers the flexibility to pick the one most convenient for them.
Creating personalized services is connecting with customers by focusing on customers’ specific needs, making each customer a priority, and tailoring experience to specific customers. To do this, assign a knowledgeable employee to customers or better still train all employees to have a vast knowledge of your products. Provide questions employees can ask customers to get an idea of what the customer’s needs are, and how your business can help solve these needs. This helps you curate promotions, and ultimately help the business thrive.
Shopping to some is more than a necessity. How your store looks, smells, and sounds can contribute to the overall experience of your customers. To avoid losing customers, retailers must pay vital attention to the overall experience of customers. Understanding the importance of customers’ experience and creating one that suits your brand and customers’ expectations will determine how much time customers will spend in your store and if they will be willing to come back. You can achieve this by asking questions both from customers, staff, and even observing competitors. Also, assess the types of service offered to customers by competitors and identify key areas of improvement.
Technology is changing the way everyone does business. As a retail business, you can adopt technology to your advantage by getting a good point of sales software, and adopting new technological trends like an AR/VR showroom, self-checkouts, QR Codes, digital price tags, mobile wallets, and many more trends out there. This not only presents a gratifying experience for customers and improve loyalty, but it has also been known to have an exponential impact on sales. With an amicable environment and a tech-savvy store, competitors will be looking to you for ideas
If you have a business with an online presence, try to make sure the experiences are integrated so one is an extension of the other. It is suggested that your website should be viewed as an extension of your physical location. This can be achieved by taking a holistic look at your e-commerce store to navigate through the site as a customer; check if the experience on a laptop is as pleasant when using a phone. You can also share how to easily locate products and items when customers visit your store.
The retail business is customer-centric. It is, however, imperative that you understand your customers’ expectations. Looking to get a point of sales software that keeps you at the forefront of your business? We provide full implementation and support for our customers. Send us an email at pos@posshop-ng.com.