Your social reputation is extremely valuable. It is often what either makes consumers shop with you or go to one of your competitors. One way to ensure your social reputation remains positive is through offering great customer service. During the holidays, shoppers don’t have much time and look to your employees for advice and assistance. A new report has been released that looks into what shoppers expect from your employees.
• Over 60% of shoppers expect your employees to be knowledgeable about the products you sell
• Nearly six in 10 want to be checked out quickly
• 56% of shoppers want your employees to let them know about offers & discounts
• Over 40% of shoppers think your staff should greet them with a
• More than two-thirds want your associates to price match other retailer’s offers
• Nearly 30% want your employees to have the ability to help them find gifts
What Does This Mean To You?
The staff is often the one thing shoppers remember most about a store. Good customer service leads to good reviews and loyal customers. Bad shopping experiences leads to bad reviews and customers business wind up at your competition. Making sure your staff is educated is paramount. Educated on what you sell, the offers & promotions that are currently available and what the competition is doing. While the customer is not right in every single situation – their wants and needs should always be top of mind with you and your staff. While motivating employees, especially during the holidays can be hard – the cost of an unmotivated, unhelpful employee often shows up in lost sales and missed opportunities. For more information on how a positive social reputation can make you more money,please contact:
Source: Mobile Commerce Daily; Deloitte
Consumers tend to connect with and engage with brands they trust. Where you market your company can have a big effect on how consumers view your business. If shoppers don’t trust the products you advertise in, how likely are they to trust your brand? New research looks at the types of media advertising that have earned the most trust with consumers.
• The most trusted form of advertising are recommendations from people you know – over 90% of consumers trust personal recommendations
• 47% trust magazine and TV ads, radio comes in with 46% and just over 40% trust billboard advertising
• Over 25% of shoppers trust ads they are delivered through search engines, one-third trust ads through social networks or video ads and roughly three in 10 trust online banner ads
• Over one in four consumers trust display ads on mobile devices and text ads on mobile phones
What Does This Mean To You?
While personal recommendations may not always be considered a form of advertising, it is one of the most influential factors in consumer purchases. Think of your own situation. If a friend recommends a restaurant, aren’t you more likely to try it as well? Or if someone you know pans a movie, how likely are you to buy a ticket? You can tell everyone how great you are, but it will never have the influence as a recommendation from a friend. This is one of the reasons that testimonials and reputation management are so important.
This is where you can leverage the voice of your loyal customers. Use your customers in testimonials; reward them for “liking” your business and recommending you through social media, incorporate them in pictures or video interacting with you and your products. The more love you show these brand evangelists, the more likely they are to sing your praises.
Reputation management will help keep your image positive across many digital platforms. You need to be vigilant in watching your social media presences. If there are unanswered questions or problem posted about your business, customers are likely to not buy from those companies. Basically, negative comments about your business or your products are likely to gift wrap sales to your competition. For more information on creating loyal, long term customers, please contact: