E-commerce sales continue to grow year after year consuming more of the share of the retail market. The online marketplace makes consumer migration away from the brick and mortar easier and easier with continued advancements in technology. The primary differentiator between you and an online retailer is the opportunity to provide a quality customer experience.
The following are simple tips for improving the customer experience in your establishment:
Treat your customers like a friend or family member:
According to the website searchengineland.com, 88% of consumers read online reviews to determine the quality of a local business. Consumers believe online reviews are equal to verbal recommendations when it comes to shopping a local business.
Making sure your potential customers become actual customers and spokespeople for your business starts the minute they walk in your door. Employees should approach customers early and with a smile, extending a hand and appearing genuine and interested. Ask your customer’s name and then use it – correctly.
Engage! Ask Questions and then actually listen to the customer’s response.
Follow up after the sale:
Say Thank You! This should happen at the conclusion of any sale but you can also take a cue from your grandmother and send an actual thank you card. It demonstrates an enhanced level of consideration and makes your customer feel special.
Ask for Feedback. There are many survey tools available today. Take advantage of anyone of these to keep tabs on how your business is faring. Use customer feedback as an opportunity to identify areas for improvement, make it a launch pad for solutions and incorporate these solutions into your employee training program.
Extend an invitation for a return visit – Existing customers are 60% to 70% more likely to buy again and Bain and Company claims that an increase in customer retention by as little as 5% can increase your profits anywhere from 25% to 95%.
Address the Negative:
Ruby Newell-Legner states that it takes 12 positive experiences to correct a single negative experience. If a problem occurs, do not spend time grumbling about it – take responsibility, address the situation quickly, and take action to fix it.
Social media has created a platform for abundant personal expression. A Reputation Management system can help identify areas of concern and can help address any negative buzz that might be taking place online.
Hire Happy Helpful People:
According to a survey conducted by American Express, 70% of the buying experience is based on how the customer feels they are being treated and 78% of consumers decided not to make a purchase because of a poor customer service experience.
Consider adding employees with the right attitude, not just the right qualifications and then invest in them by conducting regular training sessions. Studies show that training increases worker productivity, improves employee satisfaction and motivation, and consequently improves staff retention.
Manning Media can help improve the customer service experience your business provides with tools such as Call Tracking that allows you monitor customer calls, through our SEO/Reputation Management Platform which helps you manage your business’ online presence or by helping you find the best employees through both radio recruitment and digital outreach campaigns.
For more information on any of our services, please call one of our two local offices and a helpful customer service representative will be happy to help you. In Frederick Call 301-620-7700 or in Hagerstown Call 301-733-4500. You can also fill out our online request form by clicking HERE!