Repairing relationships with unhappy customers
In the retail industry, customer relations are key. Merchants reach out to consumers in a variety of ways, including personalized email campaigns, social media, customized offers and engaging in-store experiences. Unfortunately, retailers can't please everyone, and even the best stores sometimes make customer service mistakes. In an era where consumers can rapidly spread discontent through online platforms, it's important to make an effort to repair relationships with dissatisfied customers.
When shoppers voice their dissatisfaction on social media networks, it's best to respond rather than let the comment simmer. The Connection, a contact center blog, suggested retailers respond as soon as possible, keeping a positive tone and maintaining professionalism. If possible, the source said, it's helpful to move the conversation to private channels, but merchants shouldn't delete the original comment because that looks like they're trying to cover up mistakes. Additionally, despite improvements in the way retail management software integrates channels, it's best to respond to customers in the same way they offered feedback, according to Social Barrel.
Regulating online feedback is important for retailers as the multichannel approach becomes more central. According to The Guardian, it's more essential than ever for merchants to build brand loyalty by engaging with customers.
