Making your in-store customer service memorable

Making your in-store customer service memorable

Faith Ocampo Published on July 30, 2016

smiling plant nursery attendant helping customers

Providing the same quality of customer service across all touchpoints, including in-store interactions, would let you build lasting relationships.

Today’s fast-paced retail industry forces brand owners to focus on tech-based customer service, often delivered via the smartphone. But now more than ever, entrepreneurs must provide the best customer experience across multiple touchpoints, including in-store interactions.

Despite the fact that online shopping has given consumers an easier and faster way of buying, a huge percentage of them still makes their purchases on physical stores. In fact, according to research, 95% of all retail sales are made by brands with a brick-and-mortar presence. The same study further explains that two-thirds of those who buy online also visit the store before or after their transaction.

coffee shop barista helping customer with tabletSo the popular belief that physical stores are losing their relevance is just a myth. The truth is that traditional stores are part and parcel of brand management. To catch all possible sale opportunities, you must optimize not only your tech-powered touchpoints but also your face-to-face interactions.

Making people remember you

Managers are so caught up on the idea that they must “wow” the customer to make their brand more memorable. But often, small things that make consumers’ lives easier can work wonders. The secret in making people remember you is to make them feel special. Here are ways to do that.

1. Ask for their names.

storekeeper chatting with smiling mother daughter customers

During phone-based customer service transactions, agents always ask for the caller’s name. If you’re still not practicing this during in-store interactions, it’s high time that you start to.

When you address consumers by their names, you’re instantly able to personalize the customer experience. Although it’s far from being impressive, a simple gesture like this would allow you to relate to your customers in a more personal way.

 

2. Be attentive.

bakeshop attendant helping customer purchase

When you listen to your customers, not only do you make them feel valued, you can also get ideas on how to improve their shopping experience. For example, if they mention personal details such as an upcoming occasion, you can point them to other items they might find useful. You may also reward them with freebies to go along with their purchase.

 

3. Make everything easy.

grocery shopkeeper assisting customer

Often, consumers turn to online shopping because it’s hassle-free. If you want more customers entering your door, you must also strive to make the in-store customer experience as easy as possible. Simple deeds like opening the door for them or carrying their shopping goods to their car can make a big difference.

 

4. Delight and appreciate.

department store saleslady helping customer choose clothes

There are plenty of ways to show customers that you appreciate them. Some stores implement a rewards system that lets loyal buyers redeem freebies or discounts. Others gift-wrap purchased items or offer other services at absolutely no cost. Regardless of the strategy you choose, make sure it’s personalized for every customer.

 

5. Give them your contact info.

restaurant waitress giving customer business card

Before customers leave your store, always tell them how they can reach you, especially if they just purchased something, as they may need some help in using this new product. Hand them a card containing your call center hotline, or tell them about your social media page. This lets them know you’re willing to assist them through any issue that may come up.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO3 days ago
Companies delegate some of their processes to #CallCenter service providers to save time and resources. However, new businesses. such as #startups, should be careful of which tasks to outsource to ensure success: https://zcu.io/xLvY

#WeSpeakYourLanguage #Outsourcing #BPO
Open Access BPO
Open Access BPO4 days ago
We hope you have a fun and safe time with your loved ones wherever you plan to spend Thanksgiving this year. Happy #Thanksgiving!

#WeSpeakYourLanguage #OAHolidays
Open Access BPO
Open Access BPO5 days ago
Every entrepreneur's dream is to grow beyond his own shores, but how do you know if you're up to the challenge? Look out for these signs before taking your first step into international #expansion: https://zcu.io/Safk

#WeSpeakYourLanguage #Startup #Offshore #Outsourcing
Open Access BPO
Open Access BPO7 days ago
High employee turnover costs money and resources. It also jeopardizes your #brand reputation. One way for #CallCenters to prevent all these from happening is to build an effective #CareerDevelopment program.

Learn more: https://zcu.io/XdNU

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
#Thanksgiving is just a week away. #Ecommerce companies must suit up to face the onslaught of shoppers on one of the biggest shopping weekends of the year.

Here's how: https://zcu.io/4yzf

#WeSpeakYourLanguage #CustomerService #CX
Open Access BPO
Open Access BPO2 weeks ago
Consumers still think the best way to resolve their #CustomerService issues is via #email, even with the rise of new support channels. Follow these tips to maximize the advantages of providing effective #EmailSupport: https://zcu.io/3Si0

#WeSpeakYourLanguage #CallCenter