While many businesses are installing new retail technology in stores and using innovative devices to provide shoppers with a high-tech shopping experience, some companies are realizing greater success when they implement simple strategies, according to Business 2 Community. The source recommends businesses forego expensive marketing campaigns meant to capture consumers' attention and instead focus on basic service strategies to earn customer satisfaction and loyalty.
Similar to Harvard Business Review's long standing Service-Profit Chain, which starts with internal service quality such as workplace design, employee recognition and rewards, as well as tools for serving customers, Business 2 Community suggests businesses first focus on the cleanliness of stores and then caring for each customer. Whether a business is operating through a brick-and-mortar location or a web-based storefront, they should make sure the merchandise is organized and presented in an appealing way.
Next, businesses should ensure they are treating every customer as someone who could potentially bring recurring revenue to the store, the source explains.
The Service-Profit Chain indicates that satisfied employees who are loyal and productive will yield better service, increased customer satisfaction and loyalty and ultimately, revenue growth and profitability. Therefore, it's important for companies to support their staff and enact policies that will prime them for success when interacting with customers.
Highly-informed employees who have the correct tools at their disposal will be able to offer customers the depth of product knowledge they demand, and often turn to ecommerce to find. In fact, decision simplicity was one of the primary factors in driving loyalty in a survey by Corporate Executive Board, according to Today Online. Survey participants indicated the ability to quickly gather reliable and trustworthy information to help them make a purchasing decision was more effective than marketing messages and other service strategies when it comes to building loyalty.