In the CPG industry, one of the most important factors when
it comes to influencing sales is your customer service - this is a no-brainer.
Usually the two go hand-in-hand. So, knowing this, how can you up your customer
service game?
Check out this great article from Canadian Grocer, filled with some interesting insight about customer
service in the CPG industry and how to take on the customer service challenge
and win!
Some food for thought: according to the article, the annual American Express Canadian
Retail Insights Report revealed that 82% of retailers in the restaurant, fast
food, grocery, gas and general retail sectors cited better customer service
experiences as the reason for a jump in sales. In the grocery sector
specifically, 87% of businesses surveyed are investing in improving customer
service in 2015, a 21% increase from 2014!
You can check out the full article here: http://www.canadiangrocer.com/blog/three-ways-to-up-your-customer-service-game-57547.
Some highlights and tips from the article:
- Great customer service can help differentiate
you from your competitors, but since most retailers are aware of this fact,
almost all are working to differentiate themselves. Therefore, you need to be
prepared for more competition. Your team members need to be well versed and
aware of their role in the customer service game.
- Loyalty is important - so be creative when
trying to obtain it. According to the article, 82% of grocers are working to improve loyalty
by leveraging sales, promotions and discounts and 74% plan to develop more
product offerings or services to bring in consumers - up 15% from 2014.
- Don’t
drop everything for online. Although e-commerce has taken over several
industries, it doesn’t seem to have permeated the grocery industry yet, so make
sure to balance out your strategy when choosing channels. Using technology to
improve your business is a great idea, whereas relying on it may not be as
beneficial.
We are heading into the last quarter of 2015, and that
usually means a significant push to get things ironed out for the year and
ready for what lies ahead. Upping your customer service game is never a bad
idea and now is the time to do it!
Need some ideas or help getting those levels of satisfaction
up? Storesupport can help. Call us today at 905.847.6513.