How to "WOW" your customers

Many consumers continue to be cautious regarding their spending as more jobs are lost and fears of not being able to earn more money plague them. According to the bureau of labor statistics, unemployment inched upward to 9.5% in June- the highest level in nearly 26 years. And, this has consumers reeling with anxiety. Consumer confidence dwindled in June to a reading of 49.3 (1985=100), down from 54.8 in May according to the Conference Board.

But even in this economic turmoil when consumers are holding tightly to their purses/wallets, they can still be “WOW”ed by your store. According to a recent study conducted by the Verde Group, The Jay Baker Retailing Initiative at the Wharton School of Business and the Retail Council of Canada, 35% of North American shoppers have had a great shopping experience within the last six months.

To create a “WOW” experience for your customers, the study provides five tips, some of which you may have heard before and others which may be new in helping stimulate your customer service program. Whatever the case, here’s hoping these tips can help generate new sales and repeat business for your store. After all, three out of four shoppers who enjoy their experience with a specific retailer will likely return to that retailer the next time they need similar products.

Engagement: Be polite, genuine and interested in helping; acknowledge and listen to the customer.

Executional excellence: Be patient in your explanation and advice, checking of stock and assistance in finding products. Have product knowledge and provide unexpected product quality.

Brand experience: Provide an exciting store design and atmosphere and provide consistently great product quality. Make your customers feel special and that they always get a deal.

Expediting: Be sensitive to customers’ time and be proactive in helping with the shopping process.

Problem Recovery: Help resolve and compensate for problems; ensure complete satisfaction.