In the world of independent retailers, personalized and superior customer service is a major differentiator, and the key to outservicing the competition
. What exactly do I mean by outservicing the competition? By providing customers with the best shopping experience possible. And every retailer knows that in order to get customers coming back they need to have the right prices, products, and experiences available.
The article, ‘Competing with Big Box Stores’
, notes that “superb customer service is the biggest intangible asset to the independent business. People like to shop where they feel comfortable and where they feel the owner truly cares about their wants and needs.”* Successful retailers tend to downplay what they do best, providing personalized knowledgeable service to customers. Here are a few tips to help inspire outservicing through excellent service:
- Technology empowers retailers with tools to promote profitability, accurate inventory control and access required to make the right decisions for their business, lending to unrivaled customer service. Mobile technology is a way to entice the self-starting customer and promotes employee assistance right from the store aisles—providing store employees access to extensive product, pricing and inventory information, and better customer service.
- Customer knowledge enables retailers to serve customer needs before the customer even enters the store. Equipped with better information, employees can approach customers with more understanding of the products they need, available inventory, and the most competitive pricing possible.
- Rewarding with loyalty is the best way to establish repeat customers. Make your loyalty program better than the competition’s and top it off with excellent customer experience.
- Speed matters to the majority of consumers. An easy-to-use point of sale (POS) system, and accessible customer and product information will drive your business. These features help save time and hassle for customers, driving you to outperform competitors in the industry.
Developing creative ways to outservice your competition can be a challenge. However with the right resources, business partners, technology tools, and research of your competitors, you can better connect with customers—creating a more memorable experience which keeps them coming back for years to come.
*Source: About.com Retailing, “Competing with Big Box Stores: Tips for Retail Competition,” by Shari Waters.
Posted by Doug Smith, Senior Product Manager, Retail Distribution Solutions for Epicor