In many cases, markets are saturated and the differentiating element for brands is not represented by price and product anymore but rather by customer experience.

Customer service continues to be one of the key drivers of the customer experience as confirmed by a whopping 95% of respondents stating that customer service is very important for their loyalty to a brand.

Additionally, 61% responded that they had abandoned at least a brand because of poor customer service. Customer service is more than simply solving problems and answering to inquiries; it should be an integral part of the customer acquisition and relationship management strategies.



2. Get digital or suffer

Retail world is advancing very quickly. Duringthe next 5 years those who don’t catch the train of digitalization will be left behind. We must look at startups as a great opportunity for our growth because they can help us with new ideas to digitalize our organizations: we do not always need to bear ourselves the burden of the entire process transformation. There are many startups specialized in market research, shopping experience, logistics or feedback. Better to look at the changing environment as an opportunity rather than a threat!



3. Create fans, not customers

Fans, those who have a special bond with the brand are the most influential towards other customers.Turn your customers into the best  promoters of your brand. Organize workshops, activities and courses in the point of sale to connect closely with them and generate memorable experiences; create events and product demonstrations or allow them to customize their purchase so that you can get to know them better. Each interaction is an opportunity to transform negative experiences into positive ones.

Additionally, consumers want to feel recognized and attracted by brands. They seek for brands that understand their needs and establish a conversation which is directly linked to the emotional dimension.

What do we know about our customers? Do they really appreciate our product or service? Do they truly like us? If you plan to grow your business and focus your strategy on the customers, collect their feedback to know what they think about you and how you can adapt product, service and space layout to their needs (We explain how here!). Let your customers know that if there is a problem, it will be solved and that the company will take care of them; and let’s not forget that happy customers are those who will end up repeating the purchase.

Nearly 90% of customers have a more favorable view of those brands that provide the opportunity to give feedback on their experience Giving voice to your clients will allow you not only to improve their experience but also to build loyalty by making them feel attached to your brand. However, brands do not allow their customers to give their opinion frequently enough.



You decide on the future of your business, RateNow gives you the chance to succeed in your retail business in the digital era and to improve the customer experience. Digitalize your processes to offer differential value compared to your competitors and avoid a fight on price or product differentiation. Just remember the main take-outs: make the experience a differentiating factor, create fans, digitalize (and don't suffer) and use in-store feedback to improve customer service.