with them on an emotional level , emotions creates experiences …
6 . Find a solution to every problem , don ’ t just turn round and say I don ’ t know , it ’ s not my job or my department … become accountable and make it your responsibility to help your customer in every situation , remember ; customer service isn ’ t a department it ’ s everyone ’ s job !
7 . Neuroscientists across the globe have studied images of the brain in action and placed emotions in the driver ’ s seat , asserting
that thinking is emotion-based , and while emotions form the basis of thoughts , the five senses - sight , sound , smell , taste and touch - fuel those emotions , wielding the power to persuade , relax and heal . So tap into the emotional triggers that prompt your customers to make unconscious decisions to buy on desire , be a brand that can create long-lasting memories .
8 . Transparency is key ; if you can ’ t get what your customers want right here , right now , just tell them then , don ’ t make
up some stories because stories have a habit of turning up at some point and then what you will look like an idiot because you tried to hide something … tell them what is happening , why is it happening and what you are doing about it , be authentic , be congruent .
9 . Look at ways you don ’ t just meet your customers ’ expectations but exceed expectations , it doesn ’ t have to cost to go the extra mile ; it ’ s the small things that make a big difference …
10 . Remind your employees who pays their wages , the customers ! Imagine , how all those people have been feeling the last few months without knowing if they still have a job or not … if you are lucky enough to still be employed , be grateful to see customers walking through your doors , or jumping on your website to place an order , show them that they are important to you …
Let ’ s recognize the unique period we ’ re in , take a breath , and work our way through it as a team , show your customers you genuinely care , that you value them and together , deliver exceptional customer experiences so your customers want to buy from you , return to you and recommend you to their friends and family , increasing your customer loyalty will increase your profitability .
27TH NATIONAL RETAIL CONFERENCE & STORES ASIA EXPO 2021 AUGUST 12-13 , 2021 25