email address too. So ensure you have a
strong Social media presence and ensure
that when they visit your supermarket
whether online or offline, you get their
email address and phone number to
ensure you can reach out to them on those
platforms later. Also, leverage the power
of Search Engine Optimization (SEO)
to ensure when they Search 'Google' for
solutions which you have in your store,
then they can find you.
The reason many customers will ignore
communication from your store is that
they feel whatever you send to them is not
relevant. It doesn't relate to their interests
or shopping habits. Say, for example, a
single (unmarried) male receiving an
offer on 50% off baby diapers from your
supermarket in his email. We all have certain
information about
us that we want
to remain private.
Therefore if you
value your cus-
tomers it is your
responsibility as a
business, to ensure
that your custom-
ers can trust that
you will keep their
private informa-
tion safe.
This is where the power of technology
comes in. Conduct Polls/Surveys, ask
them for reviews for items they have
bought or about how they were served
or their experience in your store. Acquire
a Customer Relationship Management system (CRM). It has powerful data and
analytics capabilities, that bring together
all the data points about a specific customer
enabling you to have a 360-degree view of
who they are, to understand their tastes,
Make it Personal. Know
Your Customer
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interests, habits, shopping locations and
financial capacity.
This will enable you to send targeted
adverts, offers and promotional messages
to them, whether through Push
Notifications from Your Mobile App,
Email, SMS or in-store coupons, that
makes them feel you acknowledge and
understand them.
Respect and value Customer
relationships
We all have certain information about us
that we want to remain private. Therefore
if you value your customers it is your
responsibility as a business, to ensure that
your customers can trust that you will
keep their private information safe.
A relationship where there is no feedback
during communication is unhealthy.
Whether you are a Grocery store, a
Fashion Store, a Chemist, a Hardware or a
Supermarket. No customer is happy when
they make an enquiry/complaint about a
product/service at the store such as placing
an order and not receiving feedback on the
delivery process and status of their order.