To stay competitive with the growing ecommerce market, many retailers are trying to remind customers of their most obvious advantage - people who can provide personalized service. While some brands are using this as a renaissance of old fashioned customer service, greeting customers by name and thanking them personally for their business, others are taking a technology-based approach.
Customers are looking for more than just a good deal in the post-recession marketplace. They are looking to make a connection with companies and want an informed and personal experience. To gain customer satisfaction and loyalty, companies can take a more focused approach to service efforts, according to 1 to1 Media. The moment customers walk in the doors, companies have the opportunity to connect with them and provide an experience that will lead to retention and loyalty, the source reports.
After making several purchases for his wife on Valentine's Day, Forbes writer Scott Gillum said he received two personal notes from merchants, thanking him for his purchases. Gillum says the individual attention could be the silver lining of the recession, which left businesses valuing their loyal customers more.
Some retailers are using technology to bridge the barrier, supplying sales associates with iPads that alert them as a customers walk in the door, so they can greet them by name (if they have it on file through a rewards program).