The same rules apply for all businesses, customer service is key to being successful and profitable. Earning the loyalty and trust of potential customers and keeping it can seem overwhelming. With competition, many retailers are struggling to keep their doors open. Small businesses and large chain stores have all been effected. Some of the retailers that have found great success in the past have dramatically cut back or disappeared altogether.
“There’s a lot of fear how the landscape is changing, there are lots of rumors about who is weak and who will go down next,” retail analyst and former Eaton’s executive Jim Danahy says.
The retail landscape is changing at an alarming rate, along with customer needs and demands.
So now more then ever before a business that wants to be successful must provide the ultimate experience for its customers. Along with implementing the basic strategies for exceptional customer service (http://visual.ly/25-skills-excellent-customer-service), technologies should be utilized to improve the overall experience, since it is relevant not only to the owner, and employees but also to the customer.
Most customers research on line before purchasing a product, checking out reviews, making product comparisons as well as getting the best price. However, the customer will still most of the time purchase in store rather than online, because they value the “shopping experience”. As a result retailers must engage their customers by keeping the lines of communication open, by improving and evolving based on their suggestions of how to make their shopping experience a positive one. It is important to encourage suggestions, ideas, and feedback from customers to remain viable in today’s retail world.
Technologies like loyalty apps are crucial, since loyalty and rewards go hand in hand. Retailers who reward loyal customers for their repeat business , retain more customers than those retailers that don’t. To keep remaining relevant it is essential to offer something of value as a bonus for choosing your brand over a competitor. A loyalty app can make the shopping experience for its customer exciting, convenient and rewarding.