In retail, customers are back! And according to research from the Australian Retailers Association (ARA), consumers are looking forward to a generous holiday retail season, despite lockdowns of more than half of the Australian population.
In good news for retailers, 79% of Australians say they’ll spend the same or more than they did last year.
Which means, retailers need to step up their customer service at every stage of the purchasing journey if they are to stand out from their competition.
To do this retailers will need to listen with empathy, know their customers’ needs, go the extra mile and more. The retail space has a unique combination of customer service needs revolving around:
With a somewhat unique holiday season approaching, we are bringing retailers 12 ways to offer excellent customer experience in your retail business – online or in person. Small business owners can find new ways to improve their marketing.
Everyone loves a before and after story. So here are six ways to attract customers before they purchase, and six ways to keep them coming back.
To offer top-notch customer service along the customer journey, consider these ideas.
Here goes, start your favourite jingle in the background…
Customer service starts from the moment you are live on social media.
Make it easy for your customers by creating a landing page that captures all the right information, and makes it easy to purchase.
Use a mixture of advertising techniques from banner ads to social media, and be sure to target specific buyer personas. Include a clear call to action that leads to a landing page to help viewers quickly and easily convert. For example, when you post an ad for a product on Instagram, make sure the ad takes the visitor to a landing page tied to that ad campaign to make the transaction as effortless as possible.
Your goal is to guide customers’ expectations and ensure they get what they expect. Customers want to trust that they are purchasing what they want or need. Include precise product descriptions, sizing specifications, product dimensions, colour-match assistance, photos, videos of the product in action, in-person demos or samples, and other educational content.
These efforts help your company in three important ways:
Giving back to the community is where customer service goes above and beyond. This gives you and your community all the feel good factor. Find ways to get involved in your local area. You could help your community in various ways. Your company could:
Many customers want to know that the businesses they frequent make their communities and the world better. In fact, 72% of consumers say the reason they want to buy from local suppliers is to support their local communities.
Make your customers’ lives easier. An app is an excellent way to connect with customers and earn more data that can help you serve them even more effectively. While you can build a proprietary app with those benefits in mind, your customers will only realise those benefits if they use the app. It should do everything the customer expects, which may include helping them through their entire journey with your company.
Find out what your customers need from your app. They may want to pay for a product on the go, check the status of an order, communicate with customer service, or learn how to use your products. Use this knowledge to build an app to serve your customers.
For successful retailers, customer service is about every single way you provide services or interact with your customers. These ideas are about improving the customer experience for your retail store. No matter what you choose to do, your customers will appreciate your efforts to bring delight to their lives.