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. |
AuthorHi! My name is Sherene Funk and welcome to my site. Feel free to look around and enjoy my posts. :) ArchivesCategories |