Retailers need to be prepared for changes in customer service
With the emergence of new forms of communication, such as mobile and email, consumers are now able to reach out to retailers concerning service issues. For this reason, it is important for companies to keep up with these changes and implement solutions that allow them to effectively provide satisfactory service experiences to customers. These practices can lead to increased retention and brand loyalty, which ultimately benefits retailers and their operations.
Nordstrom's always improving service efforts
One company that has decided to take its service methods to the next level is the department store Nordstrom, according to Shop.org. Speaking at last month's Shop.org Summit, Jamie Nordstrom, president of Nordstrom Direct, told attendees about his company's constant efforts to improve customer service and provide satisfactory consumer experiences. Nordstrom stated that providing excellent service helps businesses sell more, as shoppers significantly value great retail interactions.
Nordstrom also offered several suggestions that retailers can follow when it comes to their own service strategies. Many merchants now manage both in-store and online operations, so it is essential that excellent customer experiences be provided in both shopping mediums. For this reason, retailers must be prepared to offer streamlined service through all channels. Nordstrom also said that the importance of retail stores is not diminishing, even though mobile and social media are proving to be valuable selling methods. Properly trained staff can help to increase customer satisfaction in stores.
One of the key aspects, stated Nordstrom, is for retailers to be innovative in their customer service efforts. Some will work for certain merchants, and others will not. The vital thing is to find the ones that work best for consumers and operations.
Excellent customer service goes beyond a smile
While it's always better to deal with nice staff members who serve customers with a smile, oftentimes this will not be enough to provide a satisfactory service experience. B&T reports that customers are also looking for extensive product knowledge when they interact with retail employees.
"Training and teaching people to smile at the door and say hello when a customer first walks in is just not going to cut it anymore," Adele Reddington, senior consultant of employee engagement at Interbrand Sydney, told the source. "It is more about giving staff greater control and understanding around the brand itself and helping them embody the brand."
