The multi-billion dollar online retailer Amazon, who first launched its first shop in late 2016, promises to revolutionise the way people shop. The online retailer is certainly no stranger to changing the market and they seem to have done it again with this new concept.
Retailers have made it really easy to buy products online, as well as instore. However, how has this affected how consumers shop? Does it mean that shoppers are more likely to shop online? Read on to find out.
We have all heard about Mystery Shopping, but can we really use it to make extra cash and how can we go about it? Here are some tips and suggestions to shop for free:
Customer service is one of the main aspects a customer will judge a business on.
It is your responsibility, as the business owner, to deliver the service a customer expects from using your products/services.
Earlier this year, a colleague of ours’ son was diagnosed with Type 1 Diabetes.
Due to this, his mother must test his blood every 2 hours leading to the two of them being unable to enjoy a full night’s sleep.
We discovered that they were able to purchase a continuous glucose monitor retailing for £750, as this is not available through the NHS, we set on a fundraising mission.
What determines the true cost of poor customer service? The short answer is that there isn’t an equation to help determine how much you are losing by poor customer service.
No two customers or businesses are the same but the negative impact of producing poor customer service can be similar, if not the same.
For each customer that is lost from poor customer service, you lose new customers that could have been referred to you. Along with that, your brand’s reputation could be damaged and brand loyalty. This will further negatively impact your performance and profits.
It is possible that in some point of your life you’ve been standing in a queue at a retail store next to a mystery shopper.
They’ll be hard to spot, seemingly shopping for a night out for essentials, but what they are doing is taking mental notes of the stores’ appearance, cleanliness, and service of the store.
There are roughly 50,000 mystery shopping trips carried out every month in the UK, as stated by the Mystery Shopping Providers Association (MSPA), and as more and more spending takes place online, the demand for mystery shoppers is increasing.
Ensuring that your customers are receiving a consistent experience across all channels is important for them to form a positive connection with your brand.
A great brand experience is ultimately down your customer’s satisfaction with each channel of you brand, including your website, branding, employee interaction and atmosphere but bad experience with any one of those channels has the possibility to ruin the customer’s view of your brand as a whole.
It is easier on some channels that others to control the experience the customer will have. As your website, app and marketing will be entirely under your control and are offering lots of data and feedback opportunities, you can make sure that your customers are receiving great interactions on those channels. It can be difficult, however, to keep up that same consistency in physical stores.
Does customer service hold the key to your business success?
Having a bad experience with customer service is never positive; it only puts you off returning to a business because of said service. Maybe you’ve encountered someone with a poor attitude or you’ve had someone speak to you in an offensive manner on the phone: regardless of what it is, you’re more likely to go elsewhere if you’re feeling let down by a business. But, if bad customer service will push customers away, can implementing good service help draw them back to your business? Find out in our latest blog.
How can you increase customer loyalty and what are the benefits of this?
When you’re analysing the overall quality of your customer service, a vital indication of great service is customer loyalty. Customer loyalty is exactly what you think it means; having a group of customers who are loyal to the brand, so they’ll recommend to others and do repeat business. A study recently revealed the a massive 68% of customers leave a brand or service simply because that suffer a bad experience with the company in one way or another. This customer will, on average, talk about their bad experience with around 8 people, but this can stretch to a considerable 25. It’s more common for a customer to talk about bad experiences than good ones.
Retaining customers through loyalty
The first major benefit of providing good customer service is maintaining a high level of customer retention. It’s common knowledge that if you make a customer happy, they’ll return multiple times to do repeat business. For this to become common practice in your business, you’ll need to have well-trained customer service reps who can deal with issues and handle questions on a one to one basis, as this will ensure that their needs are met. Customer service reps who listen to their customers will go a long way in terms of customer appreciation; even if the problem isn’t solved right away, it’s beneficial to the customer as they’re happy that you’re trying to fix their problem.
Improve your employee retention to see the benefits
If you have a good team of customer service reps, who understand that they’re the representation of the company on a one to one basis, then you’ll be more likely to communicate effectively with customers over the phone and face to face. If you deliver the correct training on how to deal with phone calls, you’re more likely to increase employee retention.
Save money through brand ambassadors
Having great customer service can relieve a lot of pressure on your company to attract new customers. Delivering great service will give you a massive helping hand in attracting new clients, as word of mouth is one of the most popular ways of generating business. When you impress a customer and give great service, they’ll tell their friends about your company, so not only are you delivering great service, you’re also moulding your current customers into brand ambassadors, free of charge!
We hope you have a wonderful Christmas, from all of us here at Retail Maxim!