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TRIED AND TESTED TIPS FOR
Presented by Slideshop
CUSTOMER SATISFACTION IS A
PRIORITY IN THE RETAIL INDUSTRY
Here are some tips to make your customers happy.
It indicates repurchase intentions
It differentiates a retailer from its competitors
It acquires new and retains old customers
It lessens negative word of mouth
TREAT THE CUSTOMER LIKE A BOSS
In a study conducted among 5,000 UK shoppers,
respondents said customer service is the most
important area retailers should focus on.
High-quality products - 56%
Low prices - 55%
Efficient customer service - 61%
Three most important areas for customers:
COMPLAINTS LIKE A PRO
Be sorry for the inconvenience
Empathize; put yourself in the customer’s shoes
Listen sincerely to the customer
Get all the facts before offering a solution
Ensure the customer is happy with the solution
SURPRISE CUSTOMERS WITH GIFTS
Source: Yahoo | HelpScout
THE GIFTS CAN BE GRAND:
In 2013, WestJet arranged for a virtual Santa to ask Calgary-
bound passengers what Christmas gifts they’d like. When
their flight landed, the passengers were presented with the
gifts they had named. Video of the event went viral.
In a classic 2002 study, a restaurant’s waiters began offering
each customer a mint as they were leaving. This small act
increased tip amounts by up to 23%.
DON’T KEEP CUSTOMERS WAITING
In a study conducted among UK shoppers, customers felt
dissatisfied due to long queues.
Turn to a
a quicker queue
Avoid shops if
they perceive the
queue to be too
LISTEN TO CUSTOMER FEEDBACK
Areas to consider in a customer satisfaction survey:
Repeat purchase intention
Probability of recommendation
PERSONALIZE YOUR SERVICE
78% of consumers are more likely to be repeat
customers if they receive targeted, personalized
offers from a retailer.
DRAW ATTENTION TO SOCIAL PROOFS
Help customers justify their purchases with social
proofs such as:
Testimonials Ratings Stories Customer reviews
"Courteous treatment will make a
customer a walking advertisement."
~ James Cash Penney,
Founder, J.C. Penney Stores
phone number: +1 602 559 4554
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supplier of unique,
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