Winning customer loyalty in a saturated market
Category Commercial and Industrial News
Customer service is an ever-evolving field and its transformation has been dramatically accelerated by the COVID-19 pandemic and the new ways in which people shop. To stay ahead of their competitors, companies need to be on the cutting edge of customer service. As we edge closer to 2022, 3Cube Property Solutions takes a look at what constitutes great customer service. Having a wide range of products and a simple returns policy is pivotal, as is making the most of all that technology has to offer and having a rewards programme that stands out from the crowd.
Offer a wide range of products and easy returns
Takealot has become a South African retail giant - sometimes described as "the Amazon of South Africa" - and when one considers the astounding range of products that they sell and the ease with which products can be returned, it's easy to see why. In the age of convenience, offering free returns with no questions asked constitutes outstanding service. Competitors who charge for return courier or expect a customer to send an email or call a call centre simply cannot compete. Most online retailers offer free delivery for purchases over a certain value, and the importance of this should not be underestimated.
Support, a community-centred approach and multichannel shopping
Research undertaken by Zendesk, an American company providing software-as-a-service products related to customer service, has provided insights into what constitutes great customer service in 2021 and beyond. Customers are loyal to businesses who give them great service, and according to Zendesk, customer service in 2021 involves 24/7 support, quick resolutions and the ability to use customer-preferred channels. Now is the time to invest in technologies that offer more channels (think Instagram shopping) and improve the security of online shopping.
Another pertinent point raised is that according to Zendesk's statistics, 63% of customers would prefer to do business with socially responsible companies and an ever-increasing number of customers want to support businesses who care about the same social and environmental issues that they do. Corporate social investment initiatives should therefore be seen as an integral part of customer service, rather than as an added extra.
Capitalise on the rise of chatbots
Thanks to ongoing developments in automation, chatbots are now available - on websites and on social media - to answer questions and route more complex queries to the correct department 24 hours a day. The fact that a customer may not need to wait for working hours to get an answer to their question translates to higher sales and more satisfied customers. Research undertaken by Intercom reveals that support teams that use chatbots are 27% more likely to be able to meet the increase in demand for customer service that has been brought about by the global health crisis.
Offer a rewards programme that makes people sit up and take notice
Most markets are saturated with rewards programmes and there's a good reason for this - rewards provide a good incentive to come back. According to data uncovered by the 2021 Truth and BrandMapp South African Loyalty Whitepaper, 74% of South Africans who are described as "economically active" are using loyalty programmes in 2021 to maximise the bang they can get for their buck. Leading South African retailers, including Pick n Pay, Clicks, Dis-Chem and Checkers - among numerous others - have reaped the benefits of rewards programmes and small businesses can tailor a rewards programme to suit their budget and their customers' needs.
The first step to providing customer service that stands out is having the right premises and the right logistics systems in place. 3Cube Property Solutions is here to help commercial and industrial enterprises in Gauteng find a base that meets their needs. Contact us for more information.
Author: 3Cube Property Solutions
