Taking on the Customer Service Challenge – and Winning!

• September 22, 2015
• Topics:
  • Customer Experience
  • Customer Loyalty
  • Customer Retention
  • Customer Service
  • Customer Service Tips

In the CPG industry, one of the most important factors when it comes to influencing sales is your customer service – this is a no-brainer. Usually the two go hand-in-hand. So, knowing this, how can you up your customer service game?

Check out this great article from Canadian Grocer, filled with some interesting insight about customer service in the CPG industry and how to take on the customer service challenge and win!

Some food for thought: according to the article, the annual American Express Canadian Retail Insights Report revealed that 82% of retailers in the restaurant, fast food, grocery, gas and general retail sectors cited better customer service experiences as the reason for a jump in sales. In the grocery sector specifically, 87% of businesses surveyed are investing in improving customer service in 2015, a 21% increase from 2014!

You can check out the full article here: http://www.canadiangrocer.com/blog/three-ways-to-up-your-customer-service-game-57547.

Some highlights and tips from the article:

• Great customer service can help differentiate you from your competitors, but since most retailers are aware of this fact, almost all are working to differentiate themselves. Therefore, you need to be prepared for more competition. Your team members need to be well versed and aware of their role in the customer service game.
• Loyalty is important – so be creative when trying to obtain it. According to the article, 82% of grocers are working to improve loyalty by leveraging sales, promotions and discounts and 74% plan to develop more product offerings or services to bring in consumers – up 15% from 2014.
• Don’t drop everything for online. Although e-commerce has taken over several industries, it doesn’t seem to have permeated the grocery industry yet, so make sure to balance out your strategy when choosing channels. Using technology to improve your business is a great idea, whereas relying on it may not be as beneficial.

We are heading into the last quarter of 2015, and that usually means a significant push to get things ironed out for the year and ready for what lies ahead. Upping your customer service game is never a bad idea and now is the time to do it!

Need some ideas or help getting those levels of satisfaction up? Marketsupport can help. Call us today at 905.847.6513.