It?s not just the recession that?s causing damage to the High Street ? it?s poor customer service! According to a new report, 90% of UK shoppers walk away without buying something if they get bad customer service!
Market Force?s research found that?41% of?shoppers said the biggest frustration?is lack of interest in their needs and 59% want more staff to recommend products, as it makes the experience more personal.
As ever, it?s the simple stuff that makes the difference!?For example, the research shows?80% of?shoppers want to be taken to a product when asking it?s whereabouts.
An interesting finding?was?that half of shoppers (51%) confirmed that promotions do get them into stores, but the?interaction with the staff determined whether they actually buy anything! So anyone spending money and effort on attracting customers to their business?but fails to ?deliver??is wasting it! (More evidence that EVERYONE is involved in ?marketing?!)
As well as?personal attention and recommendations, help and advice,?Market Force?s research reveals that ?Being easy to buy from? is high on shoppers? ?wish list.? 63% said they like to use self-service checkouts and?49% like contactless payment options, as they feel it speeds up the transaction process. (What?s also interesting is that?37%?feel they should pay less for items when purchasing through self-service checkouts!!!)
As ever, none of this is ?rocket science?. It?s obvious stuff?.. You can create??Customer Delight? simply by giving them a personal experience which involves?
- Being easy to buy from!
- Taking an interest in them and listening?to their needs
- Helping them buy what they want!!!!!
It?s worth pointing out that ?being genuine with it? and ?a smile? will go a long way too!
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