- What’s a top factor that leads to customer loyalty?
- What are companies doing to drive customer loyalty?
- What’s the future of loyalty look like?
Top-notch customer service provides value to customers that goes well beyond their initial purchase – and this value will positively impact your company
3 Reasons to Prioritize Customer Service
1) To Create an Excellent In-Store Shopping experience
Our 2020 Consumer Survey reported that 35% of respondents listed customer service and helpful staff as the reason for their excellent in-store shopping experience – and this keeps them coming back.
2) To Stay Top of Mind.
77% of consumers would recommend a brand to a friend after only one positive experience. Your new “word of mouth” customer already has a level of confidence in your business thanks to their friend’s recommendation. It takes time to build trust with customers who find you via other channels.
3) To Protect Their Bottom Line.
86% of buyers will pay more for a great customer experience. Customer service is an investment in the future of any company. What’s more, investing in the customer experience also boosts employee engagement 10% to 20%.
1) What makes for a delightful In-Store Customer Experience?
This is what consumers want:
- Friendly, upbeat, proactive, and positive employees
- Informed staff that are able to answer any questions, from those regarding products to policies
- Helpful in-store team when it comes to finding products and solving problems
- Companies to understand their needs and expectations
- Consistent and positive experiences across all interactions with the company
Summary
Customer loyalty drives higher profitability than acquiring new customers. Providing consistent, high-quality service keeps shoppers returning, encourages recommendations, and strengthens your brand. By focusing on in-store experience, employee engagement, and meeting customer expectations, retailers can secure long-term loyalty.
Key Takeaways
- Excellent customer service enhances the in-store shopping experience and encourages repeat visits.
- Positive experiences drive recommendations; 77% of consumers would refer a brand after just one good interaction.
- Investing in customer service boosts revenue, as 86% of buyers are willing to pay more for a great experience.
- Delightful in-store experiences include friendly, informed, and helpful staff who meet customer needs consistently.
- Prioritizing customer experience also increases employee engagement by 10%–20%.
Frequently Asked Questions
Q. What makes for a delightful in-store customer experience?
A. Consumers expect friendly, upbeat, and proactive employees, informed staff who can answer questions, and a helpful team that can locate products and solve problems, all while maintaining consistent experiences across all interactions.
Q. Why is customer service important for staying top of mind?
A. Positive experiences encourage recommendations; 77% of consumers would refer a brand to a friend after only one good interaction, increasing trust and awareness of your business.
Q. How does customer service protect the bottom line?
A. High-quality service drives revenue, as 86% of buyers are willing to pay more for a great experience. It also boosts employee engagement by 10%–20%, benefiting the business overall.
