O slideshow foi denunciado.
Utilizamos seu perfil e dados de atividades no LinkedIn para personalizar e exibir anúncios mais relevantes. Altere suas preferências de anúncios quando desejar.

Tried and Tested Tips for Customer Satisfaction

Quality customer service is vital for any organization's growth and success. Show your customers you truly care with these tried and tested tips.

  • Entre para ver os comentários

Tried and Tested Tips for Customer Satisfaction

  2. 2. Source: Econsultancy 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
  3. 3. Source: Econsultancy 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: 1
  4. 4. HANDLE CUSTOMER 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 2
  5. 5. SURPRISE CUSTOMERS WITH GIFTS OR EXTRAS Source: Yahoo | HelpScout 3 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. OR SIMPLE: 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%.
  6. 6. Source: BoxTechnologies DON’T KEEP CUSTOMERS WAITING In a study conducted among UK shoppers, customers felt dissatisfied due to long queues. 4 Reconsider a purchase due to queuing times 41% Turn to a competitor with a quicker queue time 74% Avoid shops if they perceive the queue to be too long 86%
  7. 7. LISTEN TO CUSTOMER FEEDBACK Areas to consider in a customer satisfaction survey: Price Customer service Product Repeat purchase intention Probability of recommendation 5
  8. 8. Source: Traf-Sys PERSONALIZE YOUR SERVICE 78% of consumers are more likely to be repeat customers if they receive targeted, personalized offers from a retailer. 6
  9. 9. DRAW ATTENTION TO SOCIAL PROOFS Help customers justify their purchases with social proofs such as: Testimonials Ratings Stories Customer reviews 7
  10. 10. "Courteous treatment will make a customer a walking advertisement." ~ James Cash Penney, Founder, J.C. Penney Stores Thank You
  11. 11. contact: support@slideshop.com fb: theslideshop twitter: @slide_shop blog: http://blog.slideshop.com/ pinterest: Slideshop slideshare: slideshop.com phone number: +1 602 559 4554 The world's leading supplier of unique, creative and effective PowerPoint templates. DOWNLOAD Do you want to customize this presentation? Download the PowerPoint file.