Surviving and thriving in today’s competitive retail market requires more than offering quality products at best prices. It is more about providing top-notch customer services to give them a reason to choose your brand over the others and recommend it as well. Exceptional customer service goes beyond driving sales. It also fosters loyalty and builds a brand’s reputation.
The annual retail sales in the UK totaled 496 billion pounds in 2022, growing significantly over the last decade. Considering these numbers, retailers have valid reasons to go above and beyond to capture their fair share of the market. Ramping up your customer services can give your business a winning advantage. However, business owners often go slack with this part of running their retail ventures.
This article highlights actionable strategies that can help retail businesses win the customer service game.
Prioritise Personalised Customer Interactions
According to a 2022 survey, 62% of buyers who bought something online in the past six months stated that brands would lose customer loyalty if they delivered a non-personalised experience to consumers. The numbers were a sharp increase from 45% in the previous year. These statistics highlight the significance of personalised customer interactions in the retail space.
Consider gathering data on customer preferences and purchase history to tailor interactions to meet individual needs. Your sales reps can even do it on the fly when buyers visit in-store and check products on display. Once you know them well, you can personalise interactions with proactive communication, targeted promotions, and unique product recommendations according to their needs and preferences.
Offer Omni-Channel Support
Research indicates that omnichannel strategies help generate nearly 80% of in-store visits. Additionally, 74% of customers start their retail journey with online research. Fostering the omnichannel mindset can help you elevate the level of customer support for your retail business. Retailers must offer high-quality services in-store and online.
Since most buyers may not want to visit the store even if they have an issue, online support is vital. It is also ubiquitous because most retailers have e-commerce stores in the post-pandemic era. A robust ticketing system is essential for handling online customer queries. It can help you organise, prioritise, and consolidate support requests, regardless of the volumes you encounter.
Zendesk notes that a ticket can be recorded as a task, incident, question, or problem. Support reps are least likely to miss out on these issues because tickets serve as reminders for them. Also, they provide valuable data that can help gain valuable insights into customer experiences and improve the problem areas.
Be Proactive With Issue Resolution
Retailers may always face complaints from customers, no matter how hard they try to satisfy them. Great customer service is about the ability to resolve them fast. In 2022, nearly a quarter of customer issues in the UK were addressed by organisations immediately, a 5% increase compared to the previous year. Surveys also show that an average of 15% of complaints were resolved within 24 hours.
These numbers show that businesses still need to go a long way when it comes to customer service. Doing a little more can set your brand apart in the retail segment. Look for ways to anticipate and address issues before they escalate. You can implement proactive measures such as conducting regular product quality checks, monitoring social media for complaints, and offering self-service resources in this context.
Create a Continuous Feedback Loop
A continuous feedback loop can be a game-changer when it comes to delivering top-notch customer services to retail shoppers. It gives your team an insider’s perspective into customers’ pain points and experiences. By learning how they think and feel, you can enhance their shopping experience with your brand.
Solicit and act upon feedback to improve service quality. Retail businesses can rely on reviews, surveys, and feedback forms to gather customer satisfaction insights and pinpoint areas for improvement. Analyzing feedback and implementing necessary changes shows their responsiveness and dedication to meeting customer needs.
It is crucial to take negative feedback in stride and focus on covering the weak areas rather than worrying about what’s not going well. The goal should be to know what buyers think of your product, why they dislike (or like) it, and what you can do to improve their experience.
In conclusion, retailers need to understand the value of customer service to drive long-term loyalty and success. Taking it seriously from the outset can help you meet their expectations and enhance your brand’s reputation. By doing so, you can set your business apart in a competitive market and build a robust foundation for your business.
