2020 brought new challenges into our world. In a time of much uncertainty, one thing is for sure – change has become the new constant. Lockdown forced us to reimagine how we interact and exchange with others, as ‘human contact’ could only take place from a distance. Because of this, the very nature of shopping changed. Stores were set up differently and customers were dealt with from behind screens. Customers’ spending habits even changed, with wants becoming needs, and nice-to-haves becoming essentials. The result? A shift in customer experience, with higher in-store expectations and an unstable sense of brand loyalty. (Discover our approach to customer service solutions.)
Let’s look at the stats:
- Forbes Magazine released an article in 2020 announcing that 59% of consumers will care even more about customer experience than they did pre-pandemic.
- Glance released an e-book stating that 80% of consumers will be willing to switch to another company after just one poor experience.
In 2021, we can assume that customer experience will be the number one differentiating factor between competing retail businesses. But the question is, will your business take it upon itself to explore new CX strategies or wait for the customer to determine its next move? Customer service is all about cause and effect – and businesses have the option to be assertive or passive with their approach to finding solutions. (Take the assertive approach and contact SaluteCX.)
Customer service has become a sales tool
“Is your store safe?” “What have you done to ensure social distancing?” “Will you be able to accommodate my request?” “Will you personally contact me about this? “Are you offering what [competing brand] is offering?”
Does any of this sound familiar? With customers demanding more support from brands than ever before, customer service can be leveraged to attract customers and retain brand loyalty. In the past, companies often saw service as a separate function outside of sales strategy. However, since the events of 2020, companies are realising that service is integral to overall sales success. (Boost your business with our expert customer service solutions.) Aligning sales with service allows in-store sales managers to personalise the customer’s journeys, so the service they receive is the one best suited to their individual needs. In addition to this, managers can also use sales insights to identify upsell and cross-sell opportunities. Ka-ching! Learn more about customer service and sales.
Customer experience has been redefined
Is your business providing customer service or rather a ‘Covid service’? With the recent shift in customer expectations, brands need to recognise that ‘new demands’ from their customer base are not temporary. Even after the pandemic has long gone, retail shoppers will be accustomed to a certain customer experience. This means the industry will never look the same, as companies will have to permanently alter their service models to stay relevant in our changing world.
Stay relevant with revised customer service techniques
As Bob Dylan so aptly put, the times they are a-changin’. Don’t let your retail business fall by the wayside. Boost customer service with SaluteCX – experts in customer experience solutions.