Many business people do not understand the saying that “good news travels fast and bad news travels fast.” In today’s digital and mobile age, any experience – good or bad – can travel globally in seconds. For retail brands, the market is a high-stakes game to exceed consumer expectations.
Brands that impress their customers increase retention rates and increase their revenue. In fact, retaining 2% of customers can result in a 10% reduction in costs.
Prevent customers from jumping
Advanced touch customer service programs look beyond single touch points. They focus on the end-to-end experience. This means a comprehensive view of the customer’s journey. Why? Because only a negative connection can tarnish the positive experience otherwise.
So, how do you create a world-class customer experience at retail? You need to embrace these key elements:
Deploy a flexible and scalable workforce. Ensures that consumers don’t mind interacting with your brand. This is important in the retail industry with a huge increase in traffic during the holidays. Top retailers double their staff during this period.
Make the first call resolution rate 90 or higher. Imagine that a customer has a technical problem with his TV. He refers to the retailer he bought. The retailer recommends calling the manufacturer directly. The manufacturer refers to them as retailers and even cable providers.
At this point, the user returns the product in frustration. Your bottom line is affected and your brand’s reputation is affected. You can avoid them all during the first customer call.
Implement behavioral training: A skilled workforce can get you closer to the first call resolution rate of 90%. However, managing metrics will not get you off target. To break it, every agent has to learn the skills that customers “wow”. More importantly, you need to instill confidence in your representatives. They need to be rewarded for reporting broken tools, processes and policies. Fix what is broken and you will run more than 90%.
Make sure consumers have only good things
Your customers talk about your brand whether you like it or not. In fact, 87% of them will share a positive conversation. And 95% will share in their evil deeds. Maintains and attracts new customers through the words high, high touch customer service.
It is important to invest in high-end customer experience. This is more important than ever in today’s rooted, digital world where a bad connection can go global.