The global retail industry is affected by shrinking profit margins and stiff competition. In a recent article, Implement Consulting Group elaborates on important must-win retail battles of 2015. We have summed up the most essential points from the article for you to explore.
Today, around the clock availability is a customer expectation rather than an extraordinary service offered by few. Retailers must attend to their customers’ need of versatile pick-up services and extended opening hours. Just as important, companies need to eliminate the gap between online and offline channels and offer easy return policies, whether products are purchased in a store or online.
The social media space might be the most important touchpoint for businesses to address. As customers do not contact suppliers directly before 57% of the purchase process is complete it is essential to engage with customers in the social space where decision-making happens.
Customer satisfaction starts from inside a company. Employees are every retailer’s frontline and passionate employees serve as valuable ambassadors for your company. By supporting a working environment that motivates your employees and makes the customer the centre of attention you ensure a solid and sustainable base for improved customer satisfaction.