Customer satisfaction in the retail business comes from a solid relationship between the business and the customer. Essentially, it is always a two-way street, but many retail businesses fail to understand this and end up with low levels of customer satisfaction.
Retail customers buy your products when you are forthcoming, honest, and a problem solver. These characteristics let your clientele know that you deem them important and are diligently doing your part in the relationship. Here are five ways how you can increase customer satisfaction in retail businesses:
Provide social proof by publishing testimonials online
A research study by Harvard professor Gerald Zaltman revealed that almost 95% of the time retail customers were purchasing goods due to emotional reasons. The purchase only matters if it satisfies people emotionally and those emotions usually come after the purchase when they are seen by the people around them using that product. This is why, after they have bought something, they want to justify it with logic and convince themselves (and the people around them) that they have made a smart choice. Retail businesses can use it to their advantage by publishing testimonials on all their online and social media channels. This will give shoppers the necessary information they need to justify their buying decisions.
Social proof is an idea that shows how people adapt their behavior to something people are doing around them in large numbers. When you see a line of customers waiting to eat at a restaurant, you tend to think that the restaurant is selling immensely popular food. You may also think that since there are so many customers, the food is bound to be fresh as the restaurant gets sold out every night. Similarly, when you see testimonials or reviews of people online about a product or service you tend to trust it more. Therefore, companies publish testimonials of their clients online to console their new customers that they are making the right choice.
