Only 3% of consumers believe that UK high street retailers offer great customer service! That's according to a new report by Retail Eyes. If that's true, that's a scary statistic!
Or maybe, just maybe, it's an opportunity!
The survey also revealed that 74% customers would be prepared to pay more for a product if it came with better service.
Good customer service, according to the survey, includes
- listening and understanding what the customer is looking for
- a friendly approach
- making sure the customer leaves feeling valued, and
- staff who take care over their appearance
It's not 'rocket science' is it?
As ever, the message is clear - customer service is an opportunity to be 'Dramatically and Demonstrably Different' and to get ahead of your competitors, particularly on the high street where it's clear lots are 'same as' and 'as bad as each other'!
Any retailer who grasps this and really works on it is sure to perform better. In fact, it's not just retailers, it's all of us!
What are you doing to improve your customer service?