8. Provide Excellent Customer Service While businesses may assume customer service entails hefty investments to create elaborate shopping experiences, it actually reflects how well a company can solve shoppers' problems.
Before delving into a customer service project, retailers must first ensure that expectations are met and common consumer complaints are addressed. To do this, management can-
- Provide Customer Support on all Channels - Customer support should be available on all sales channels a business uses. For example, a retailer with both a brick-and-mortar and online store should provide an in-store service desk and virtual chat for buyers seeking help.
- Make Customer Support a Group Effort - Customer support teams should incorporate feedback from employees and shoppers to ensure they provide the best service.
9. Prioritize Quality Over Speed While customers do prefer convenient and quick service, it does not trump quality. A study found that customers are nine times more likely to patronize a company if they provide courteous service and are willing to help shoppers. On the other hand, consumers are only six times more likely to be satisfied if a brand provides speedy service.
Employees should undergo training on making impactful customer interactions, addressing concerns, helping to find products, and completing transactions. While speedy service is ideal, it is only effective if all of the buyer's needs are met.
Rushing often leads to increased human errors, such as inaccurate order fulfillment, which can only decrease customer satisfaction.