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What are some ways to refresh retail customer service?
I own a boutique and though we've always been good at in-store customer service, I think that our strategy needs to be refreshed to include ways to connect with our customers outside of the store. How have you seen small retail companies refresh their customer service methods? What tools or tips do you suggest?
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2 Answers
a few things would help.
+sign up customers in store for email marketing then send out monthly specials. (Retail Stores often miss the boat on this simple and effective method)
+On your facebook page (encourage customers to check-in to your store with Facebook Places. Then hold a monthly contest where you select a random day. Anyone that checked in that day gets like 50% off. Then announce the contest winner in your email marketing.
+Make tee shirts for employees that are clever and fun and not embarrassing to wear in public. I've seen cool ideas on sites like SnorgTees etc. Maybe put your company name and then next to it put the ubiquitous "like button" graphic from facebook. Give these shirts out randomly.
+Go to local events. if you sold upscale clothing then go to upscale local event mixers. Give out stuff that encourages people to come into the store.
Nate
Lots of options but without more particulares it would take a couple books. Being a consultant my first response is "that depends."
What is your local market demographic?
what is your product and/or service?
What is the breakdown of you CS i.e. how much is sale and how much is fullow-up?
What do your customers want that they aren't getting (survey, formal or informal)?
The last bit is the most obvious place to start. Just asking customers about their preferences and desires can create positive relational affects.
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