If you can’t compete on price, compete on customer service instead

In January of this year, Reuters reports on the decline of consumer brand loyalty. The study conducted by Catlina Marketing Corp.’s Pointer Media Networks’ was only a portion of how consumers where changing their shopping behavior.

Today, consumers are more conscious on price and promotions. Krogers and Wal-mart are just two of the trending grocers that are seizing the opportunity to expand their private labels. Private labels attract the wallet-strapped consumer away from choosing the leading brand. The competition is rising and consumers are taking second thoughts on traditional buying habits. The only place left for brands to sustain and regain customers is through service.

Brands need to aware of how the retail storefront represents their image. Quality and service is first felt through sales associates and then the product display. Customer’s may question and analyze their purchasing decisions. Friendly and warm customer service associates have the ability to sooth customer concerns. Messy and ill-stocked shelves or racks bruise the brand’s image. Overall poor service can ruin the SATISFACTION customers receive from choosing your brand.

Customer’s want reassurance their purchases are backed by brand quality and honesty. Living up to your promotional promises, quality guarantees, and first-rate follow up service is essential.

Customers won’t return to a brand that is not receptive to their needs. Receptive attitude starts with listening. Listening to the customer voice, employee satisfaction, and market trends. Impeccable service begins with a questionnaire, a storefront quality audit, and continues until service is measured with positive results.

In today’s market, what is your brand waiting for? Measuring your success with customer experience takes initiative and commitment. A commitment to the brand’s integrity and quality.