Customer service is viewed as an imperative aspect of any
business as it holds onto customers while receiving value from them. By
offering the best form of customer service, businesses earn customer
acquisition costs and encourage a loyal following that increases customers,
formulates industry research, and increases positive testimonials and
referrals. Customer satisfaction is vital to the success of all and any
business. Research indicates that 60% of business derives from existing
customers. Here the question is asked – How can a POS System improve customer
satisfaction within your business? It does not matter what industry your
business falls under, the benefits of a POS System within customer satisfaction,
range far and wide. Here are all the particulars you need to appreciate the
importance of customer satisfaction.
Which is cheaper:
Customer Retention or Customer Acquisition?
A small increased amount of 5% within customer retention can
lead to a profit increase of 25%. The reason for this is that repeated loyal
customers have a higher chance of spending more of their income with your brand
rather than with your competitors, which then leads to your business spending
less on operating costs while favouring your loyal customer base.
How is your brand
image, mission, and values represented by customer service?
When creating your brand you have created the entire image
in your mind, yet your customers are not personal friends of yours, therefore
they are not entirely sure of the visualization of your business. Customers
create expectations based on your advertising, created content, social media
presence, and much more. The link between your ideal brand image and your
customers is your customer service team. Direct communication is non-existent
without help from your customer service team. Therefore we can state that it is
undeniable that your customer service team is essential to your communication
efforts in transmitting your brand's identity and message to your customers.
This very important team of yours acts as influencers by convincing customers
of the positive attributes your business has over your competitors. Apart from
asking product advice from a staff member or where a product is located, the
main employees customers interact with are the cashiers. Cashiers hold a large
sum of power when communicating with the customers, they ask the customer if
they are signed onto the loyalty programme, if not they complete the process
for the customer, they complete data capturing which increases the customer
information to further marketing opportunities, they upsell by pitching the
latest promotions as well as utilizing the products around them to increase
sales. The cashiers can also be a huge impact to customer satisfaction by merely
ensuring the customers transaction is completed with ease, by offering a smile
and respectful tone, a cashier can very well be the reason a customer returns.
If your customer
service team is happy, will that lead to satisfied customers?
It is very simple, if you were dreading Monday because you were expected to go into work where you feel undervalued, would you give it your all? Would you be motivated to succeed in every aspect of your day? Would you give off a positive vibe to the customers you face? The answer is a direct no. 87% of employees who are happy within their work environment and who feel appreciated will go the extra mile. Consequently, if you want your staff to offer their best, they should be nurtured by offering consistent support, respect, and appreciation. At this point they will take pride in their work and offer a pleasant service to the customers, this service will create a value-added benefit for your customers. Remember, staff that experience support from the company they work for, will treat the individuals they see during their day the way they feel within the brand. If the supporting hardware or software crashes a happy staff member will create a speedy solution to refrain from frustrating the customer knowing if they were to go to their manager for assistance it would not be a hassle but rather encouraged, however, if the staff member is already irritated by the treatment of the company and know their manager will be rude to them for asking for their support, they will showcase this to the customer leading to an ineffective solution. POS Systems can be the support your customer service team needs to succeed. They will feel equipped with all the resources and correct tools to conduct their service. Deducting minor annoyances can be done with a well-designed, user-friendly POS which will result in motivated and energized staff members.
Do happy customers
multiply through their referrals?
When your customers have received incredible service, they
are more likely to tell their family, friends, and co-workers. According to researched
statistics, 70% of customers share positive brand experiences with others.
Let’s put it to practice: you have had an incredible experience with a brand,
you enjoyed your experience so much that you tell your partner about it when
you get home, your partner then tells his/her friend about it as they are
looking for a referral. Commitment to a brand is partnered with trust,
therefore, the more people referring your brand the more trustworthy it
becomes. This is viewed as a chain reaction – a staff member is happy in their
career, wanting to satisfy their manager by exceeding expectations of your
customers, from there, the customer has been given a great experience and
relays this moment with their loved ones while the satisfaction and loyalty
increases. We all effect one another during the course of our day. We either
interact with a positive attitude or a negative one, with this being said, your
staff members can be the deal maker or breaker when expressing the experience
with a brand.
Does good customer
service inspire customers to continue their loyalty to your brand?
Why would someone look at other brands where they have not
experienced their products or service if they love all that your brand has to
offer? The answer simply put is that they will not look elsewhere if their
personal expectations have been met. Comparing your brand to your large number
of competitors, you have to shine from all the others by offering enticing features
of your products or outstanding results from your services offered. By offering
the best customer service, you will equip your brand with the “wow” feature aiding
your brand with a unique look which will differentiate your brand from the
rest. As said before, loyalty develops from trust, before making a purchase the
trust factor comes in from your customer service team where they are frontline
with your potential customers leaving them with an experience they will either
enjoy or hate. By interacting with your staff, offer training, mind-map with
them for innovative ideas or solutions, those staff members will feel needed
and show pride in their work ethic. One inclusive method a POS System can include
to keep your customers satisfied is by offering your staff high quality
hardware and software solutions to empower them with the correct optimized tools
to facilitate quick and detailed transactions.
Would customers pay
more for a product/service if offered superior customer service?
If you had a bad experience with a brand that offered the
cheaper solution to that of a brand that offered you a great experience but had
a higher fee for the product/service, which would you choose? 50% of customers
will increase their purchase with a brand that offered better services.
Statistics indicate that 80% of customers would pay up to 25% more if they were
guaranteed a positive customer service experience. People can be influenced by
one experience, a positive experience will have them come back for more, and a
negative experience will send them to your competitor. The best POS Systems
offer your business oversight and consumer insight. When your floor team has
access to updated information on your products and inventory levels, employees
stand a higher chance of keeping your customers engaged and closing a sale.
Inventory oversight can decrease the behind-the-scenes busywork, free up staff
time, and place all attention on your customers’ needs and requirements.
Your storefront POS is the final opportunity for
communication between your brand and the customer, this is the last chance to
present the best possible impression and representation of your brand.
Consequently, any POS solution you select will be a crucial defining factor in
capturing the loyalty of repeat customers and creating a healthy bottom line.
The team at ECR Software believes that, in today’s market, a multi-functional
digital POS is possibly the fastest route to enhancing your customer service
and, finally, establishing a positive brand reputation. The reason a POS System
is valuable for all individuals involved within the sales process is that the
POS System modernises and optimized business operations, improves day-to-day
life for all employees, and significantly increases the loyalty of your brand
through customer service and experience. With a high-quality POS System, you
will decrease transaction time and backend busywork, increase sales,
incentivise employees, and offer immediate convenience that today’s customers
have grown to expect.
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