The Most Important Part of Retail Management
Do you know the most important part of retail management? Is it price control? Marketing? Accounting? Web fulfillment?
Actually, we would say it’s none of these. Rather, there is one of aspect of managing your retail business that, if you get it wrong, you may not have a retail business. That most important aspect of managing a retail business is customer service, also known as customer relationship management (CRM).
Why is CRM so important? One reason: If you don’t make your customers happy, then they won’t come back to your store. No customers means no sales. You’ll be out of business before you know it.
The Key Aspect of Customer Relationship Management Is …
Customer service is that part of CRM that involves interaction between your store employees and your customers. In this century, it doesn’t have to take place face to face. You can perform stellar customer service through your e-commerce platform. You just have to make sure you have the proper technology in place to make that happen. But there is another component of CRM that is vitally important, both to your brick-and-mortar business and your e-commerce platform.
Technology, there’s your solution, the key aspect of CRM that will make or break the customer experience, and make or break your customer service interactions.
How to Meet Your Customer Expectations
Meeting customer expectations is key to having a winning CRM plan and implementation. Here are 10 vital ways to ensure you meet customer expectations.
- Be consistent
- Stocking the right merchandise
- Know your customers’ needs
- Enhance engagement with in-store technology
- Make your customer’s experience easy to manage
- Deliver the right service with the right attitude
- Present product information effectively
- Price your products to sell
- Have a mobile marketing plan
- Promote across channels
If you want your customers to come back for more, you’ve got to ensure they have an incredible experience whether they are shopping in your brick-and-mortar store, online, or through your mobile app. It all begins with studying and knowing your customer and their needs. If you can promote your products across all channels, you’ll increase your customer engagement and happiness. That’s how you stay in the retail business.