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“I’m just browsing”
is the “it’s not you, it’s me” of retail.
It can mean all kinds of different things, and it’s often not true.
3 Things Your Customers Mean by “I’m Just Browsing”
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Being great at social media doesn’t mean being everywhere.
Rather than being mediocre on every platform, focus on the social networks that are best suited to your company, and knock it out of the park.
Will Less Social Media Improve Your Retail Brand Strategy?
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It’s time to stop thinking about retail and ecommerce as separate categories.
Forrester projects that U.S. online sales in 2014 will be $294 billion, or 9% of all U.S. sales. In comparison, the combined 2013 total of online and web-influenced retail sales was $1.3 trillion.
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3 Vital Retail Lessons from Last Holiday Season
Customer churn isn’t all bad.
Customer churn may hurt your bottom line, but it’s also a valuable indicator. Gather data at all points of contact to discover where you’re losing customers.
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Are You Measuring Customer Satisfaction Wrong?
You can make money from showroomers
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It’s time to see showrooming as a chance to earn extra sales while shoppers are in your stores, whatever reason they have for being there.
What Does Showrooming Mean?
Customer experience is more important to shoppers than price.
A whopping 81% of shoppers will pay more for a better customer experience. Enough said.
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Is Customer Experience More Important to Shoppers Than Price?
Online-only retailers won’t win in the end.
About 45% of customers want person-to-person contact when making a purchase.
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5 Strategies to Ramp Up Customer Engagement This Year
There are some things your customers will never tell you, even when you ask.
They don’t always know how to expresstheir perceptions of your stores – but highly-trained mystery shoppers do.
What Your Customers Really See: Mystery Shopping Explained
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You have to take Twitter
seriously.
Your customers expect consistency on every channel you choose to participate in. If you can’t devote the necessary resources to any one channel, you shouldn’t be on it.
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How to Overcome Consumer Channel Overload
If your mystery shopping program doesn’t account for store volume, you’re losing money.
A small group of stores produces a disproportionate amount of your revenue. The bulk of your efforts should be applied to those stores to maximize the impact on your profits.
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Optimizing Your Mystery Shopping Budget
Resolving customer service complaintsis the easiest way to make money.
Customer acquisition is around 7x more expensive than retaining customers. If you drop the ball on a complaint, good luck finding 7 new customers!
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How Clienteling Strategies Increase Revenue and Customer Retention
Impressing your customersdoesn’t earn their loyalty.
Sure, it helps. But it’s consistency in every shopping experience and across every channel that builds brand trust, and ultimately loyalty.
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Customer Service vs. Customer Experience: What’s the Difference?
Your sales goals aredriving customers away.
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Are Pushy Sales Tactics Driving Your Customers Away?
If you push associates to meet a particular sales target, you are telling them that nothing else matters – and customer experience will suffer.
Trying to improve customer service without collecting data is
a wasted effort.
Many customer service plans sound great on paper, but don’t work in the field. If you can’t find out whether something is working, you need a different plan.
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Measurable Ways to Improve Your Customer Service
So your customers are “satisfied”? That’s not a good thing.
Customers who say they are satisfied can be describing a wide range of experiences – none of which they found remarkable.
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Is Satisfied Enough? Learning from the Middle of the Pack
You think you offer excellent service, but the numbers say you’re probably wrong.
A recent study found that 80% of companies surveyed felt they offered excellent service, but only 8% of the customers surveyed agreed.
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What Do Your Customers Owe You?
You actually want more customer service complaints.
The typical business only hears from 4% of its dissatisfied customers. Of the 96% who don’t voice their complaints, 91% will “quit” that business and never come back.
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The Benefits of Engaging Your Unhappy Customers
You can beat Amazon.
Competition with Amazon is fierce, but the good news is that the company’s broad focus leaves many gaps in customer experience, allowing both large and small retailers to compete.
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6 Ways to Compete with Amazon
You can’t expect your company values to change employee behavior.
Do you think your teams ought to know what you mean by “great customer service” or how they should behave to “be a part of the community”? Vague values statements won’t effectively guide behavior.
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No Sales Growth? Take Another Look at Customer Experience
Customer engagement isn’t the goal; it’s the minimum requirement.
Engagement is what your customer expects. It’s hard enough to close sales; it’s harder still when you start below the customer’s expectation. If customers feel valued, even if they don’t buy now, they will buy later.
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Why Engaging Your Customers Will Almost Always Increase Sales
ICC/Decision Services exists to provide intelligence and customer feedback so you can make your retail chain more successful.
This free Restaurant & Retail Market Research Report will give you a better idea of what we do:
