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Great Customer Service Sets You Apart from Other Retailers

Posted to BeefRetail.org in conjunction with January 2010 issue of Retail Beef Blast.

To keep customers coming back to your store, you must set yourself apart from the competition. Yes, fair prices and quality products are important, but other retailers provide many of the same products at similar prices. You need to differentiate yourself from the competition. One highly effective way of differentiating yourself is through excellent customer service. The way customers feel about their experience at your meat case and the customer service they receive will most influence whether they want to come back.

 

9


The average number of people a dissatisfied customer will tell about their experience.1
One in five people who hear about you from one of your happy customers will likely become a new customer. That's substantial! On the flip side, there's an even more important statistic: 9 out of 10 unhappy customers won’t come back to your store. Also, those dissatisfied customers will tell an average of 9 others about their experience, with 13% telling as many as 20 others about the poor service they received.1

 

2%


The percentage of customer retention that has the same effect on profits as cutting costs by 10%.3


Gaining new customers is important, but customer retention is essential. It costs between 5 and 6 times more to attract new customers than to keep current ones.3 Work to provide great services to your existing customers. They’ll keep shopping at your store and will spread the word about your service. 
 

68%


The number of customers surveyed who stopped shopping at a store because they felt the staff “didn’t care.” 2
A key to understanding how to retain customers is to research why they leave. A U.S. Small Business Administration study showed that 68% of customers surveyed stopped shopping at a store because they felt that the staff “didn’t care.” 2

Encourage your staff to step up their game to show they care and to give shoppers the ultimate customer experience from the minute they walk in the door.


Since this is such an important topic, we have an entire section in the Beef Training Camp dedicated to Customer Service. Check it out and contact us if you're interested in hosting a Beef Training Camp session on this topic and others, or use the tools provided to create your own training program.


1Creating a Culture of Service Excellence, BooksellingthisWeek.com, November 4, 2004

2SBA Study Determines Why Customers Leave, Nation’s Building News Online, January 10, 2005

3Delivering Higher Levels of Customer Service with Fewer Resources, Global360.com, 2005 

 

 

 

 
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