7 Steps to Better Customer Service
The key to great customer service in today’s retail climate is through customer relationships. Every retailer can improve their customer service drastically just by implementing a few customer relationship management processes across the board. Here are seven ways you can improve relationships with your customers and increase customer satisfaction.
- Let your customers decide how to interact with you – Today’s customer is on a laptop, a smartphone, a tablet, and driving by your brick-and-mortar store. Give your customers as many options as possible to interact with your store brand.
- Collect customer data – We’re talking about more than just names and addresses. Yes, you can market your promotions better with that information, but you can serve your customer better by understanding the products they buy and seek out the most.
- Encourage customer loyalty – Loyalty cards are a great way to encourage loyalty to your store brand, but it’s not the only way. Exceptional customer service, superior merchandise, efficient business processes, competitive prices, and a focus on quality are a few other ways to encourage loyalty to your retail brand. Decide what is a great reflection of your brand and focus on that.
- Customize your marketing – Instead of sending blanket e-mails and mailers that hawk everything you sell, segment your lists and create customized marketing campaigns and promotions based on customer preferences and buying habits.
- Make returns easier – Good retailers understand that customers will not always like a product they buy online. Make it easier for customers to return items by offering to accept returns in store.
- Keep the store clean – You’ll be surprised how important cleanliness is to your customers. Store clutter can get in the way of your customer finding what they want.
- Train your employees – Product knowledge is very important. If your customer asks an employee a question about a product and your employee can’t answer it, the customer will go to the competition. Train your employees to interact with your customers in ways that reflect positively on your brand.
Building better relationships with your customers leads to more sales and more customers. You’ll get more word-of-mouth advertising just by responding to your customers’ concerns better. Make everything you do omni-channel and meet your customer where they’re at.