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Wednesday, December 20, 2017

Adding Proactive To Retail Customer Service

How do you reach out to your customers to engage, interact, solicit opinions, gather information? Many of you might say email or email-based surveys; but...have you considered digital solutions at your location?

Active Listening at Whole Foods: An Opportunity for Conversation!
The days of the old, wooden suggestion box or tired-looking cork boards with faded and tattered flyers and weary, crumpled suggestion forms are long gone.

Today's digital solutions aren't just passively collecting information but have expanded to become customer experience zones displaying store specials, video and, even, websites. They offer a proactive engagement opportunity!

After all, the customer is at your location -- why not reach out and practice active listening?

Chris Lott, a CPS developer specializing in interactive experiences, says, "Take a look at the CPS Customer Comment Board where customers are empowered, given a platform to ask questions and provide feedback.  We've found they also offer ideas for new products, initiatives and improvements -- because they are being asked in the midst of their shopping experience!"

Lott goes on, "Most agree that customer service shouldn't focus only on 'putting out fires.' It's about developing relationships from the first point of contact." An on-site Board starts the conversation and encourages customers to engage with the brand and each other.

Where might such a Comment Board reside? Anywhere your customers interact with your brand, services and products!  Proactive interaction shows you support your customers and reduces the number of fires long-term. Here's your chance to create opportunities for conversation!

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