Key Differentiator for Retailers
The lifeblood of retail businesses has always been sales. But, today, the key differentiator for retailers is customer service. People go back to retailers because they receive a personalized experience. Customer service is about providing a seamless experience. In a world of retail commoditization, you can make customer service your competitive advantage.
Remember, the customer experience doesn’t end when the sale is made or when they leave the store. A retailer’s customer service strategy & policies can also be a differentiator. 78% of consumers have bailed on a transaction or not made an intended purchase because of poor service experience. The customer service experience starts before the customer enters your store. Most customers will do research online – read reviews, check your store opening time, and maybe your refund policy. You can take advantage of this by giving this information ahead of time.
Providing a good service experience is only part of the key differentiator. You also have to make it easy for customers to find the information they are looking for. This is possible either by guiding them to the different channels on which they could reach you or by offering an exhaustive self-service portal.
So the important thing is to ensure your communication is effective.