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TRIED AND TESTED TIPS FOR
CUSTOMER SATISFACTION
Presented by Slideshop
Source: Econsultancy
CUSTOMER SATISFACTION IS A
PRIORITY IN THE RETAIL INDUSTRY
Here are some tips to make your customers happy.
It indicates repurchase intentions
It differentiates a retailer from its competitors
It acquires new and retains old customers
It lessens negative word of mouth
Source: Econsultancy
TREAT THE CUSTOMER LIKE A BOSS
In a study conducted among 5,000 UK shoppers,
respondents said customer service is the most
important area retailers should focus on.
High-quality products - 56%
Low prices - 55%
Efficient customer service - 61%
Three most important areas for customers:
1
HANDLE CUSTOMER
COMPLAINTS LIKE A PRO
Be sorry for the inconvenience
Empathize; put yourself in the customer’s shoes
Listen sincerely to the customer
Get all the facts before offering a solution
Ensure the customer is happy with the solution
2
SURPRISE CUSTOMERS WITH GIFTS
OR EXTRAS
Source: Yahoo | HelpScout
3
THE GIFTS CAN BE GRAND:
In 2013, WestJet arranged for a virtual Santa to ask Calgary-
bound passengers what Christmas gifts they’d like. When
their flight landed, the passengers were presented with the
gifts they had named. Video of the event went viral.
OR SIMPLE:
In a classic 2002 study, a restaurant’s waiters began offering
each customer a mint as they were leaving. This small act
increased tip amounts by up to 23%.
Source: BoxTechnologies
DON’T KEEP CUSTOMERS WAITING
In a study conducted among UK shoppers, customers felt
dissatisfied due to long queues.
4
Reconsider a
purchase due
to queuing
times
41%
Turn to a
competitor with
a quicker queue
time
74%
Avoid shops if
they perceive the
queue to be too
long
86%
LISTEN TO CUSTOMER FEEDBACK
Areas to consider in a customer satisfaction survey:
Price
Customer service
Product
Repeat purchase intention
Probability of recommendation
5
Source: Traf-Sys
PERSONALIZE YOUR SERVICE
78% of consumers are more likely to be repeat
customers if they receive targeted, personalized
offers from a retailer.
6
DRAW ATTENTION TO SOCIAL PROOFS
Help customers justify their purchases with social
proofs such as:
Testimonials Ratings Stories Customer reviews
7
"Courteous treatment will make a
customer a walking advertisement."
~ James Cash Penney,
Founder, J.C. Penney Stores
Thank You
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Tried and Tested Tips for Customer Satisfaction

  • 1. TRIED AND TESTED TIPS FOR CUSTOMER SATISFACTION Presented by Slideshop
  • 2. Source: Econsultancy CUSTOMER SATISFACTION IS A PRIORITY IN THE RETAIL INDUSTRY Here are some tips to make your customers happy. It indicates repurchase intentions It differentiates a retailer from its competitors It acquires new and retains old customers It lessens negative word of mouth
  • 3. Source: Econsultancy TREAT THE CUSTOMER LIKE A BOSS In a study conducted among 5,000 UK shoppers, respondents said customer service is the most important area retailers should focus on. High-quality products - 56% Low prices - 55% Efficient customer service - 61% Three most important areas for customers: 1
  • 4. HANDLE CUSTOMER COMPLAINTS LIKE A PRO Be sorry for the inconvenience Empathize; put yourself in the customer’s shoes Listen sincerely to the customer Get all the facts before offering a solution Ensure the customer is happy with the solution 2
  • 5. SURPRISE CUSTOMERS WITH GIFTS OR EXTRAS Source: Yahoo | HelpScout 3 THE GIFTS CAN BE GRAND: In 2013, WestJet arranged for a virtual Santa to ask Calgary- bound passengers what Christmas gifts they’d like. When their flight landed, the passengers were presented with the gifts they had named. Video of the event went viral. OR SIMPLE: In a classic 2002 study, a restaurant’s waiters began offering each customer a mint as they were leaving. This small act increased tip amounts by up to 23%.
  • 6. Source: BoxTechnologies DON’T KEEP CUSTOMERS WAITING In a study conducted among UK shoppers, customers felt dissatisfied due to long queues. 4 Reconsider a purchase due to queuing times 41% Turn to a competitor with a quicker queue time 74% Avoid shops if they perceive the queue to be too long 86%
  • 7. LISTEN TO CUSTOMER FEEDBACK Areas to consider in a customer satisfaction survey: Price Customer service Product Repeat purchase intention Probability of recommendation 5
  • 8. Source: Traf-Sys PERSONALIZE YOUR SERVICE 78% of consumers are more likely to be repeat customers if they receive targeted, personalized offers from a retailer. 6
  • 9. DRAW ATTENTION TO SOCIAL PROOFS Help customers justify their purchases with social proofs such as: Testimonials Ratings Stories Customer reviews 7
  • 10. "Courteous treatment will make a customer a walking advertisement." ~ James Cash Penney, Founder, J.C. Penney Stores Thank You
  • 11. contact: support@slideshop.com fb: theslideshop twitter: @slide_shop blog: http://blog.slideshop.com/ pinterest: Slideshop slideshare: slideshop.com phone number: +1 602 559 4554 The world's leading supplier of unique, creative and effective PowerPoint templates. DOWNLOAD Do you want to customize this presentation? Download the PowerPoint file.