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