How to Provide Next-Level Customer Satisfaction in Retail
Amazon founder Jeff Bezos once said,
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”
This philosophy of treating customers like guests in your home is a perfect example of how to take your customer satisfaction to the next level.
As most retailers know, the importance of customer satisfaction cannot be overstated. Here are # ways you can start providing superior customer care in retail today.
Customer Satisfaction depends on your Workforce
In the retail business, in-store employees, as well as customer support representatives, need to be properly trained to interact with your customers. All too often, poor training leads to a poor shopping experience and a decrease in sales and loyalty.
Your entire staff needs to be fully capable of engaging the customer in the right manner at every stage of the buying process. This should begin in the hiring process, where candidates should be vetted based not only on experience, but personality and approachability as well.
Consider Outsourcing your Helpdesk
Many retail managers simply don’t have the time or resources to provide adequate customer support training or hire the right number of employees. In this situation, outsourcing your helpdesk can provide a genuine competitive advantage without being an excessive strain on your resources.
IT outsourcing can be particularly beneficial if your product involves anything even remotely technical that users will need help with. It can help you achieve record levels of customer satisfaction by vastly improving your quality of customer care.
Respond Promptly to Customer Issues
Responsiveness is one of the most important, yet severely lacking, qualities a retail company can have. Being responsive to customer complaints and taking real action on common issues is one of the easiest ways to turn a dissatisfied customer into a happy camper.
You don’t need a retail business consultant to tell you that disgruntled customers are bad for business. Have your staff reply to poor customer reviews and angry emails politely and with definitive solutions to their problems.
Distribute a Customer Satisfaction Survey
Instead of waiting for customer issues to find their way to you, why not take a more proactive approach? Distributing a survey to your customers is a great way to measure where your retail business sits in terms of overall customer satisfaction.
Let Computers do your Work for you
Hyperbolic title aside, computer technologies have improved to a great extent in recent years and tools like Customer Relationship Management software can save you a great deal of time and effort in improving customer satisfaction. These technologies allow you to easily segment and target your customers to provide a highly personalized experience that increases sales.
With the right combination of internal and external strategies, retail businesses can see their customer satisfaction levels go through the roof. A properly trained workforce, including an expert helpdesk, along with responsiveness, surveys and technology will create the perfect recipe for customer loyalty.
Don’t hesitate to contact A2R if you need help taking your customer satisfaction to new heights.