Tips for Keeping Retail Customers Happy
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A crucial aspect of running a successful business, particularly in the retail industry, is developing a strong relationship with your customers. It has never been more important to ensure that you are keeping your customers happy, because a happy customer is a repeat customer, of course. An unhappy customer, however, may not just withdraw their own patronage of your retail establishment, but could do serious damage to your reputation by posting their grievances on social media sites.
A retail business especially needs to foster a culture that is heavily focused on its customers, and the good news is that there are some simple tips that can assist your company to do just that.
Treating the customer well
Statistics suggest that happy customers with an issue that gets resolved to their satisfaction will tell up to half a dozen people about their experience with the relevant company, which actually makes for a great way to spread positive word of mouth.
If you are interacting with a customer as a representative of your business, do so as a human being, rather than a corporate drone. Address your customer by their name, and make sure to tell them your name at the very start of your conversation. It is a good idea to treat all interactions, be they by telephone, email or social media, as though you were talking to the customer face to face.
Respecting the customer
Rude customer service is still far too common an experience, and given that around two thirds of customers are likely to tell their friends about such events, it is also very bad for a company’s word of mouth reputation in the long term.
It is of crucial importance to respect the mood that the customer is in ,when you attempt to resolve the particular dispute they have with your business. It is vital to not lose your patience with customers, and to ensure they are given the time to fully express and articulate the nature of their problem, as this will also make it much more likely that you will be able to resolve that problem to their satisfaction.
There are a number of ways to gain customer feedback, such as surveys, focus groups, social media and the hiring of a mystery shopper, which can give you a unique insight into the customer experience with your own company.
Satisfying the customer
Dissatisfaction with customer service is the number one reason for customer attrition, so you need to do everything you possibly can to give your customers excellent service on a regular basis.
Quick and enthusiastic responses, coupled with special offers or discounts to entice the customer into purchasing more, can work wonders. In addition to offering consistent customer support, ongoing specials are also a good method of engaging and satisfying customers on a long term basis. You might want to create multi-channel promotions such as contests, discounts, giveaways and sweepstakes, which can be distributed in print, social media and via email, as well as in-store.