60% - 70% of retail stores found closed within a year because of poor customer support and lower market reach. Unsurprisingly better customer service leads to better market reach, happy customers tend to invite more customers to the store.
Either way focusing on better customer service brings in many new customers to the stores. So how retailers can improve their service to retain existing customer?
One way to do it is by maintaining good customer relationship management.
Enhanced relation with customers
Retaining existing customer is more profitable than finding new one. Moreover as said before happy customer will bring in more new customer to the stores which is why keeping customer satisfied is a best marketing strategy.
To make them come again and again, it is crucial to improve customer service. Enhancing good relationship with customer is the better way to do it. Engage with your customers often; provide them with better quality product and service. Seek out their opinion/feedback and act accordingly. Reach out to them as soon as possible to make them feel valued.
Loyal customer
Loyal customers are the good marketers and great consumer. They feel valued when they are treated specially. To turn a onetime customer into regular loyal customer, all you have to do is announce special personalised offers exclusively for them; in this way they feel more valued and would feel happy to have business with you again and again.
You can also conduct loyalty program to specific person, group, locality or area. With a customised POS software with customer relationship management (CRM) features, now you can analyse customer’s preference and habits and can offer them exclusive gift specific individual or for groups.
You can also present them with small gift on their next purchase which is more cost effective and will appreciate them to shop in your store more often than ever.
In this day and age, consumers are more digitally savvy and increasingly shopping online.
A report by Temasek and Google says that Singapore’s e-commerce market is expected to exceed S$7 billion in 2025.But when things start to move into the virtual space, what should you do to better serve your customers ONLINE?Winning online retail customers and serving them better:1.
But do make sure that the layout has to be pleasant to the eyes.I won’t go into details about classifying your items together; having a search/filters function for easy navigation etc… All these are already taken into consideration by many retailers.
Let me check out their website by clicking on the link!”The frustrating thing is, some e-commerce stores are easy-to-navigate ONLY when browsed from a desktop computer.
But customers only recognize the brand and they will expect the same level of treatment and experience from both your physical store and online sites.It is crucial to take note that when it comes to managing your staff, make sure that everyone shares the same mindset that they are not just an individual – they also represent the brand of the company.3.
Reaction time must be fastThe study reveals that brands are not responding to customers online (especially social media) fast enough – or at least, not up to the expectations of customers.Moreover, customers take things to social media only after reaching out via email/call but didn’t work.
Small and large businesses require point-of-sale (POS) systems to complete sales transactions.
It is the point where a customer makes the payment for goods or services.
It saves timeSpeed up the checkout process – Scan it and bag it.
Every item with a barcode can be easily scanned and tagged.
Just carry an iPad or iPhone enabled POS system with a credit card reader and you’re ready to go.Speed up Inventory management – With a built-in inventory and barcode scanning system, you won’t have to rifle through many options when ringing up a sale.
It’s automatically deducted from your current inventory, so you won’t have to manually do it.Faster payroll processing – The system will automatically compute payroll and can even print out a pay slip for your employees.
