Don’t Let a Negative Experience Be What Your Customers Remember About You This Black Friday
Starting with Black Friday in November, and all through December, is the holiday shopping period that retailers prepare for the longest and want to ensure that they make the most positive impact. With consumers being faced with a wealth of information, like holiday sale ads, commercials, comparison reviews, and digital shopping apps, how can retailers stand out and make themselves more appealing and attract the most buyers?
Place Your Customers’ Expectations First to Make Them Happy
Customers’ service expectations during the holiday season are much higher than during other periods as there is a race to get the best gifts at the best prices with as little hassle as possible. Retailers that are not prepared to match those expectations stand to lose not only a few unhappy customers, but the business potential of new and returning buyers and the word-of-mouth marketing that positive experiences brings.
Consider these statistics:
- 78% of consumers cancel a transaction because of poor customer service
- Americans tell an average of 9 people about good experiences, but 16 people about poor experiences
- 59% of US shoppers would try a new brand for a better service experience
- 64% of shoppers say in-store experience has a great influence on their purchasing decision (source: http://blog.bigcommerce.com)
It may be impossible to predict or satisfy all customers as the needs and preferences are different, however, retailers can combat dissatisfaction by adopting a customer centric focus and building strategies to connect with customers. Do you really know how happy your customers are with your brand? Data gathered from customers provides retailers with a wealth of information that can be used to improve customer service and win customer loyalty.
Improving Customer Satisfaction and Experience Makes Cents
According to SMG report, happy shoppers buy on average 40% more during each visit. So what if you could increase the happiness of 10% of your customer base? How can you get happier customers and, essentially, have them spend more?
You need to know how they feel about their service experience with you. But capturing a busy shopper’s feedback isn’t easy – they have little to no time to engage in any survey method that is time consuming, invasive, or too long after the experience has already taken place. The key to engaging your customers and collecting that valuable feedback is to make it so quick and easy to do that it’s intuitive, immediate, and can be done in just seconds.
Luckily, there’s HappyOrNot®. We’re here to help retailers hear the real voice of their customers immediately following the service experience: feedback is collected via approachable, and anonymous, Smiley Terminals, and response data is analyzed via a cloud-based Reporting service and reported back to the retailer the next day, pinpointing, to-the-hour, areas of service performance decline.
Understanding customer’s feedback provides insights to burning questions retailers have in regards to the quality of service and customer experience in the store. With HappyOrNot, managers are able to spot service fluctuations with hourly precision and incorporate immediate corrective measures to improve service.
Our service is so quick, fun, and easy-to-use, that in the retail environment our clients see about 20-80% increase in customer participation! Not only that, but we guarantee 10% increase in customer satisfaction per year. So, would you like 10% of your customers to spend 40% more?
Retail giant Dixons Carphone and its subsidiaries have been using HappyOrNot successfully for years to improve customer satisfaction. Magnus Feldt, Head of People Development of the Nordic subsidiary Elkjøp, tells about this success:
“We can see that there is a close correlation between increased customer satisfaction and increased conversion rate, this proves that working with customer centrism is a major factor in increasing bottom line results.”
Get to know your customers! Ask the questions with HappyOrNot, get the answers, and continue to delight your customers all year around. Black Friday traffic doesn’t have to end!
HappyOrNot® helps its clients to develop their service experience and sales through continuous monitoring and reporting on customer and employee satisfaction levels. We serve such retailers as Dixons Carphone, Office Depot, The Source, Citgo, Canadian Tire, 3M. The HappyOrNot service has received several awards and recognition by major medias such as Daily Finance and USA Today, and featured on Fox Business, Bloomberg International and U.S., and CNBC. Our service is currently being used by over 2000 organizations across 70 countries.
To learn more, visit www.happy-or-not.com