Regardless of your business, customer retention is key if you wish to succeed and grow exponentially. It is a known fact that if you want to build brand loyalty, you must satisfy customers. You have to make sure you do what your customers want you to so that they stick with you for long and through thick and thin. In this guide, Jay Holstine takes you through the most common customer complaints in the retail industry.
Common Customer Complaints in Retail by Jay Holstine
Here are a few of the most common customer complaints in the retail industry.
Long Waiting Times
In the day and age that we live in, no one has extra time on hand. If customers have to stand in queues waiting too long, they end up getting extra frustrated. Having said that, they are only exclusive to brick-and-mortar stores. If customers wait too long, they consider switching to other alternative stores. Too much waiting can make customer satisfaction go down exponentially. Having said that, this is not always controllable in most situations.
No Guidance
Sometimes, customers want someone to guide them through the whole process while at it. They want someone to be there to help them through with their queries while at it. Sometimes they don’t know what brand they should opt for or what would work best for them based on their requirements.
So there should be someone there to guide them through that. That being said, this is just one aspect of the whole process. There should also be virtual communication options for all those who like to communicate that way. When customers have the right guidance, they can get the experience that they are looking for, says Jay Holstine.
Unpleasant Atmosphere
Customers would only want to come to you again when they have a pleasant shopping experience. For that, the store must be designed in a way that is appealing to all senses. Jay Holstine says that when customers go shopping, the entire experience counts, not just what they buy. So the store has to be aesthetic and has to be built in a way that allows customers to get the comfort and the type of experience that they are ideally looking for.
Key Products Unavailable
A good retail store should always be well stocked. If the retail store runs out of key items that customers need, then they will surely make the switch to some other store. So for this reason, it must have all the products that customers might need. The store needs to have a properly planned out supply chain that helps with these key products so that it is always well stocked.
Final Words by Jay Holstine
With these major customer complaints pointed out by Jay Holstine, retail store managers, and owners can work toward ensuring that customers have a pleasant experience. Remember that this is key if they wish to succeed in this business in the long run.