In 2022 Customer Service Reigns Supreme
3 Key Ways to Stay Ahead
Throughout the many trends of 2022, one that consistently rises to the top of the priority list for all companies, especially retail, is customer service. It’s how brands set themselves apart, create impressions, increase sales, and adopt brand loyalty. Obviously, the rise of technology is fast and furious. Some retailers are left wondering how they can catch up or, better yet, get ahead.
1. Be Available
As customers embrace omnichannel shopping (online and in-store), they need to be able to reach you where they are. So make sure you have various points of contact and can channel those calls efficiently to the correct department. Customer service has a powerful impact on everything from satisfaction and loyalty to brand reputation and the bottom line.
2. Personalize Everything You Can
As you can imagine, there can’t be a list without addressing the value of digital technology. Your website can provide precious insight into your customers and can help you personalize their interactions in the following ways. Make sure to share this list with your digital expert!
Recommend relevant products during checkout
Send notifications when a customer abandons their cart before checking out
Offer targeted tutorials when a customer starts a support ticket
Send emails to celebrate a special event, such as a birthday
Remind customers when it’s time to buy
Offer help based on the customer’s browsing history on your website
Send special offers via email based on previous purchases or conversations
The more you learn about your customers, the better you can personalize your interactions with them. When a customer engages with your service department, that interaction has enormous power to shape their perception of your brand.
3. Empower Your Employees. Happy Staff = Happy Customers
Your customer service team is the face of your brand; therefore, they should have the tools to provide customers with solutions to their problems. More organizations will give their customer service teams autonomy to make on-the-spot decisions to meet their needs. This level of trust demands an increase in training.
Organizations will be under pressure to address talent retention challenges. The retail sector, especially, is experiencing high turnover rates. So, how do you keep your employees happy and motivated? Here are a few ideas:
Create incentive programs for all departments, not just management. Reward both sales and attitude!
Update your policies and make sure they apply to the world today (much has changed since the company was started!) Reevaluate refund programs,
Create a strong company culture – find ways to bring employees together to bond. For example, a simple wine or coffee social is a positive way to instill a sense of community.
Value their opinions – allow employees to voice their thoughts and provide ideas and feedback. Not only will you create a more vested employee, but you might also be surprised at the innovation they bring to the table.
Provide ongoing training – as you receive and offer new products and programs, ensure your staff is properly trained so they feel confident selling. Better yet, create a rewards program around your training to motivate them to learn – and do – more!
Stay tuned for more ways to keep your employees motivated on an upcoming blog!