Adam explores real-life situations that exemplify commonly wasted retail opportunities in brick-and-mortar customer service.
Are wasted retail opportunities looming in your store?
While online retailers like Amazon continue to grow, those who maintain physical locations have a tall order! They need to give customers a real reason to visit, instead of shopping a competitor online. Many customers still prefer to speak to a sales associate, examine the merchandise, and browse the aisles.
Real-life visitors give retailers an amazing opportunity – not just to upsell, but to offer experiences customers simply cannot have digitally. But many are wasting these opportunities! Flailing processes and inattentive staff don’t balance the equation when customers can shop nearby competition from their smartphones in the meantime.
Sadly, these situations are quite common! Customers using in-store pickup or seeking knowledge from a professional are mission out on the benefits of leaving their comfy chairs to seek these real-life experiences. Meanwhile, retailers are losing sales and earning bad customer service reputations.
Today, Adam shares real-life stories of brick-and-mortar shopping experiences gone awry, along with great tips for making these experiences worth the extra effort from customers. Don’t lose another customer to unprepared or misguided staff and disconnected processes!
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Want to compete with the other 89% of companies staying afloat by providing better experiences? Then you need a compass for making astounding changes in the customer experience, while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.
- 360Connext® post, How to Unlock Your Outstanding Service Culture for Good
- Customers That Stick® post, Communication: The Most Important Skill in Customer Service
- Episode 254: Rocky Romanella, Tighten the Lug Nuts
- Episode 249: How Customer Service Training Goes Wrong
- We’re on C-Suite Radio! Check it out for more great podcasts
Take care of yourself and take care of your customers.