As competition grows and many businesses struggle to come to grips with an evolving marketplace, the quest for a better customer experience and increased level of satisfaction is becoming more important than ever. In fact, according to Gartner, nine out of ten companies hope the quality of their customer experience is the primary competitive driver.
Brand loyalty these days is only as good as your company’s ability to sustain it. And nowhere is that fact more evident than in the retail industry.
The time when any retailer had exclusive access to a market demographic is well past us now. Today’s consumers have more choices than ever – online and offline – and more ways to communicate their satisfaction or dissatisfaction to the world. Where you might once have had an opportunity to limit the damage done by a single poor customer experience, today such opportunities are few and far between. A single mistake can now have repercussions that ripple out through a larger community of consumers than ever before.
For retailers, that new dynamic in customer connectivity, coupled with increased competition, presents new challenges. At the same time, it also provides a new path to success when a more customer-centric approach is taken. For more information, see our article on How to build a customer centric culture.
Never has it been more important to stay on the pulse of your customer. Real time feedback on real issues can mean the difference between one unsatisfied customer and a whole string of them. In a competitive retail marketplace, the manner in which you approach customer services is as important as any product sitting on your shelves. To truly advance the cause of creating an excellent customer service culture, you have to put your customers and employees first.