Customer satisfaction is extremely important in the retail industry. The reason is because acquiring a new customer is 6-7 times more expensive than keeping a current one. Also, 91 percent of customers simply won’t buy products from your store again if they are unhappy with their experience with your store.
So, customer satisfaction can have a substantial impact on client retention, and thus a retail store’s success. Here are some great tips to improve customer satisfaction and retention in retail.
1. Make the customers feel important.
Customers are important for retail stores because they are the ones who provide the money that pays the store’s rent, payroll, etc. So, if a customer is upset about something, then his or her concerns should be addressed, and he or she should be treated with respect. This is opposed to ignoring or dismissing the customers, or being rude to them.
Employees should be trained to treat customers like the boss. They should always listen to the customers and be polite and respectful to them. Smiling can be very helpful too because it helps to create an atmosphere of friendliness. Friendliness can help to retain clients.
2. Add a self-service checkout option.
Self-service checkouts can help to eliminate long lines. Long lines are bad for customer satisfaction, so reducing them can be one of many great client retention strategies. Also, some people simply like to do things themselves. If you have a self-service checkout station, and a normal checkout station with a cashier, then customers can choose the option that they prefer. This can help to increase their satisfaction with their shopping experience.
3. Create a program that provides benefits for members.
Giving your regular customers special benefits as a reward for frequent shopping at your store is a great way to make them feel valued. This is an excellent client retention strategy because it incentivizes customers to continue to shop at your store. After all, if they get a benefit such as a discount or a coupon for shopping at your store, then they are likely to choose to return to your store versus go to another.
Member benefits can include an express checkout lane, discounts, special offerings, advance notices, and many other things. Customers like to feel special, and this is a great way to help you make this happen.