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Does the PHYSICAL store play a part today

Long live the in-store experience

Tuesday 07 April 2015 - Guest Piece

Embracing change is important in any industry and retail is no exception. Mass adoption of new technologies has had a dramatic influence on the way consumers shop and has created new platforms for both browsing and purchasing. While online and mobile shopping is increasingly important for time-poor consumers, the significance of the in-store customer experience can’t be swept aside. It is now, in fact, more important than ever before.

Old fashioned Customer Service is Still Vital

Many companies irrelevant of their size tend to forget that personal touch with your customers still the most important tool for a business. I cmae across this from a training programme and I felt it needed to be highlighted.

Retention and Satisfaction

Customers are now more inclined to purchase from friends recommendations and online reviews. The Nielson Report states that a massive 84% of people trust recommendations from people they know.

Which clearly indicates that advertising and brand loyalty are definitely not the driving factors for their decisions. A further significant 68% of people make decisions after reading online reviews. Surely is it not time to harness this massive power from customers by putting retention programmes and services in place.

What Happened to Apple's Customer Service

A special note for all Apple lovers.I always had a very high regard for Apple and it's customer service. I have recently been disappointed and heard stories about how Apple has failed to match their expectations. There were many but I feel this was by far the best.

Everybody who reads my articles regularly will know that I am passionate about customer service and retention. Most of the time it does not have to be very expensive you can achieve the best result for your company (hence increasing turnover) in a very cost effective way.

Solicitors that truly CARE

We are all in time related issues these days and all the results we need have to be delivered yesterday. However have you thought of the price you pay for that?

I am passionate about customer service and care. When I had an incident that required legal help I wanted a solicitor who genuinely cared and was not counting his fortune even before the case was completed. Sometimes it pays dividends to let someone like that look after your legal matter rather than the “Big Boys”.

Customer Experience Must be an Integral Part

Customer Service must be an integral part of the Business irrelevant of the size of the business.

If the service standard is always kept to an extremely high standard from the top management right down to the person who does your daily cleaning. If this follows through and there are many issues to consider to achieve this.

It is not just about training your staff; although that is an important part it is every part that will make the smooth service delivery to the customer.

FEBRUARY BLUES

This month is normally always a quiet period especially in retail. Now is the time to really take stock of your customer service and retention programmes as it will hit again as we know in August.

Importance of Service

Sometimes I feel that a large amount of companies fail to see the obvious when it comes to customer service. I strongly believe and know from my experience that unless the passion for the business is not shared by every member of your team than your customers (who actually keeps the business running) will suffer. If they suffer the chances of a return visit are almost non existent. Is it not then worth it to invest in your companies customer service and retention programmes. This would be even more beneficial as the company grows in size.

TEN basic rules for Customer Service

I feel very passionately about Customer Service and I strongly believe that unless you look after your customers, the Business will suffer. Now with a new year on the way it is essential to get systems in place that will help you achieve this. We design programmes for your business to increase your retention and customer service. A study done by Harvard University found that ONLY 5% increase in retention will improve your TURNOVER by 25% to 95%.

IMPORTANCE of SERVICE or LACK OF

I was after a luxury item a pair of shoes worth £150, not in the sale. I asked for my size but it was not available so I tried a slightly larger size upon trying one shoe was far too loose. I enquired if I could get my size anywhere else or can they get a pair for me. The store in question was part of a high end footwear retailer outlet.

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