This post originally appeared on rain. I do a lot of writing about customer service and the customer experience. Needless to say, when I go shopping for products and services, I pay close attention to how retail employees interact with customers. That being said, I’ve learned not to expect much when I make a trip to my local Walmart. Typically, I plan on finding items on my own because past experiences have led to frustration when employees couldn’t tell me where products were, or even if they had them in stock. Then there’s waiting in long lines only to reach a cashier who barely acknowledges my presence and half-heartedly shoves my items in bags and hands me a receipt with a rushed, “Have a nice day” in a monotone voice that is anything but sincere. I was expecting the usual employee apathy when I dropped by Walmart on the Monday after Thanksgiving, but I got something totally unexpected. As I waited in the checkout line, I overheard the conversation of the cashier and the woman ahead of me. “Your name is Ruth?” he asked the woman.” When she nodded, he continued, “I love that name because it’s also my sister’s name.” The elderly cashier continued to engage the customer until all of her items were rung up and bagged. But he wasn’t done, yet. He carefully folded the customer’s receipt and walked out from behind his POS station. Handing her the receipt, he extended his other hand to shake hers. “Thank you for coming in today,” he said. “Please come back and see us again, won’t you?” My mouth fell open a little (okay, a lot) until my cynical side kicked in and I thought, “Well, I’m pretty sure that was an isolated incident.” Then it was my turn. Immediately, I was engaged in conversation, and when he ascertained that I was off work for the day, he said, “Well, I’ll just hand over your candy bar and Pepsi right now, instead of bagging it, because you deserve a treat right now. After all, it’s your day off. “ The pleasant banter continued until he’d finished bagging my items, after which he came around his station to hand me the receipt and shake my hand. “Thank you for shopping with us today. I hope you’ll come back and see us soon.” His voice was sincere and his smile was as genuine as my shock. I walked away with a smile on my own face and a feeling that I was appreciated (something I can honestly say I’ve never felt before at Walmart). You can read the rest of the blog here: https://blog.rainpos.com/what-i-learned-about-customer-service-from-an-unexpected-source/
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DO YOUR PRODUCT DESCRIPTIONS MAKE OR BREAK THE SALE? When you’ve invested the time and money to bring relevant traffic to your website, it can be a huge disappointment when your products don’t sell the way you expect them to. Especially when you use good images and optimize for the search engines. So, what’s missing? According to Marketing Profs, it might be your product descriptions. And that’s a problem, because, as the company implies, “The product description is one of the most important aspects of your online shop when it comes to conversion.” Here are 6 rules to follow in order to create product descriptions that sell: RULE #1 – KNOW YOUR CUSTOMER“Perhaps the most important element of a high-converting product description is that it is written with an understanding of who the ideal customer is for your offering,” states Marketing Profs. Consider your core audience and make a list of the ways your product fits into your customers’ lives. For example, what are their main needs? How and/or where would they use your product? How do they prefer to buy—online or instore? Take the information you gather about your customers and use it as the foundation of your product descriptions, framing the content from their point of view. Don’t forget to infuse the product copy with your brand voice. This will deepen the relationship you have with your customers, providing a more consistent user experience. RULE #2 – MAKE SURE PRODUCT DETAILS ARE ACCURATE“Creating accurate product descriptions takes the element of surprise out of an online purchase,” says Izea. “It also lets people know that they can trust your brand.” When you consider that about half of all customers have returned an item because of an inaccurate product description and that more than half of customers who’ve returned something to a retailer aren’t likely to make another purchase from that brand, the stakes are high. Think about the information your customers would find most helpful to know before they decide to make a purchase. Your descriptions should be used to answer your customers’ questions before they even need to ask them. This will help you prevent returns, refunds, and negative reviews down the road. You can read the rest of the four tips here. Dear Friends and Family, Here’s a little glimpse at how age is sneaking up on me this year… I know I have an eye appointment at Walmart in Spanish Fork the next day but I can’t remember what time it is and decide to stop by on the way home and check on it. I’m told I don’t have an eye appointment that day because there won’t be a doctor. I assure them the doctor made the appointment himself and give them his name. They tell me they don’t have a doctor by that name and that maybe I’m thinking of Walmart. And I’m like, exactly! Walmart, so what’s the problem? And they’re like, the problem is that you’re at Shopko! Yeah, that’s my brain on aging. But what can you do? Well, if you’re me, you put your lettuce in the freezer and your milk in the pantry and get back on life! In February, I came down with a bad case of keratocconjunctivitis which sounds nasty and contagious but is just the medical term for severe dry eye. I went around with very blurry eyes until May. I’ve never looked so good in the mirror before, but it wasn’t great for working or driving, or anything else for that matter. Not wanting to be left out of the fun, Keith’s heart started doing weird things again, so he had to get a heart monitor and adjust his medications. Apparently his heart is okay, even though his body doesn’t know what to do with itself, but I think we’re finally getting there! In March, I published my first novel (Autumn in Your Arms) through Amazon. Although it’s not headed for Hollywood anytime soon, it was the achievement of a personal goal that I’m very proud of. Later on, in October, my marketing guru niece (Amberly) hosted a book launch party to spread the word, after which we celebrated by drinking sparkling cider and soaking in the swim spa. In June, my niece (Talya) came to live with us for two months. It was weird having a teen in the house that we weren’t sure what to do with and we worried that we damaged her somehow with our old geezerly ways, but she seems to be no worse for the wear now that she’s out on her own enjoying college life. On the Thursday before Thanksgiving, my dear friend (Mary Bytheway) died at the young age of 53. The suddenness of her passing was a shock and I miss her cheery texts every day. What a privilege it was to be her friend! Well, as I write this I’m going through yet another bout of severe dry eye, so if I misspelled something blame the eyes folks…blame the eyes! Wishing you the happiest of Holidays and a wonderful New Year! Love, Keith and Sherene ... |
AuthorHi! My name is Sherene Funk and welcome to my site. Feel free to look around and enjoy my posts. :) ArchivesCategories |