What is the true impact of a poor customer experience?
Much like their marketing strategies, sales procedures and product development efforts, retailers put a lot of time into creating the ideal customer experience. This differs among businesses, as the varying merchandise and target audiences mean there are a wide range of consumer needs and wants. However, merchants know how important it is to offer the best possible service, as this is one of the key ingredients for boosting retention and loyalty.
On the other hand, many companies may not be aware of what exactly it can cost their operations when a shopper is dissatisfied with his or her experience. Not only does a business stand to lose that specific patron, but he or she could spread the word about the poor service and results they received. Having this knowledge is vital for developing and improving upon current customer experience management strategies.
Don't make service resolutions difficult
When customers seek out a solution to the issues they are experiencing, whether with an actual product or a related factor, retailers need to be available to offer answers and fix these problems as quickly as possible. WhaTech explained that consumers are looking for fast and convenient options for resolving their issues, and companies often fail to provide this. Making patrons jump through hoops to speak to a service representative or find the right answer only stands to increase their frustration, something that could certainly turn them off from a brand, the source asserted.
WhaTech cited a survey by call center technology firm which found that 82 percent of consumers were likely to stop doing business with a company if they had to put in too much effort to fix their issues. That is a significant number of patrons, and it only would take one bad experience for them to swear off a merchant forever.
Continuous service improvements are needed
To ensure that they continue to provide excellent customer service and experiences, retailers need to frequently revisit their strategies and make improvements right when they are needed. Collecting feedback from shoppers is one of the best ways to gauge how they feel about the service they are receiving. In addition, providing multiple communication channels gives businesses the ability accommodate customers through their preferred platforms. This can eliminate any extra unnecessary steps that could possibly lead to dissatisfaction. Also, having a strong retail management software solution in place gives companies the tools needed to oversee their customer service efforts.
