Results for a US survey, source here.
Have you ever walked into a retail store in Australia and received poor customer service? Maybe the sales assistant ignored you or seemed uninterested. Perhaps the checkout line was painfully slow. Or the store ran out of the item you wanted. Unfortunately, we all have experiences like this.
Good Customer Service is Absolutely Vital for Retail Success in Australia
With rising customer expectations and fierce competition, retailers must focus on delivering exceptional service.
Luckily, our POS software provides powerful tools to help retailers boost their customer experience.
Why Good Customer Service is Key for Australian Retailers
There are several reasons why customer service excellence is critical in Australian retail today:
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Competitive Landscape - With major international brands and ecommerce players entering the market, competition is fiercer than ever. Great service sets you apart.
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Rising Expectations - Customers today expect more personalized and seamless experiences. Your service needs to keep up.
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Social Media - A lousy customer experience can spread like wildfire on social media. Angry customers won't stay silent. It does not take much for them nowadays to go on the internet and start writing some bad reviews.
Delivering mediocre customer service is no longer an option for Australian retailers who want to survive and thrive, as poor customer service can seriously damage your retail business:
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Lost Sales - Frustrated customers who don't get the desired service will shop elsewhere.
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Negative Reviews - Disappointed customers will tell their friends, post bad reviews and complain on social media.
Here is what greets an Australian Consumer when he goes online for Australia Posts
1.7 does not look much good. Australia Post is a monopoly, so it probably can afford these bad reviews, but can your business?
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Staff Turnover - There is plenty of work now for people in retail. If your business has many rude or unhappy customers, your staff will start to leave; now try and replace them.
POS Software Provides Tools to Enhance Customer Satisfaction
Luckily, POS software provides some very useful tools to help retailers improve customer satisfaction:
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Faster Transactions - Modern POS systems allow faster payments, so customers spend less time in line.
Consider this:
80% of customers state they are unwilling to wait in line if it takes more than five minutes. So if your queue is six people, there is an 80% chance someone will walk out.
We took about 20,000 cash register transactions off one of our client's systems. Here is what the graph above looks like for transaction speeds. As you can see, our average speed of transactions was 36 seconds a sale. In a pinch, our client was doing much better.
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Centralized Data - Customers' purchase history and preferences are stored in one place for more personalized service.
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Free Customer Relation Management Integration - This can help you professionally organise your customer management.
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Inventory Management - Reduce stockouts and save customers' disappointment by tracking inventory.
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Reduce staff hours - Many time-consuming tasks like stock reordering can be speeded up as they can be automated.
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Reporting - Our analytics helps you identify problems like marketing trends and what is selling.
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Loyalty Programs - Features like loyalty programs encourage repeat business by rewarding customers.
Real-World Examples
With POS software, retailers can provide the quick, seamless and personalized service that customers love.
For example, an Australian newsagent used our POS system to track the magazine marketing trends in their shop. They could then maximise their shelves to sell more magazines with less space.
Greeting card sales almost all go up when our system is implemented.
Adopting POS Software is a Must for Customer Service Excellence
Delivering exceptional customer experiences is crucial for retail success in today's Australian market. Luckily, our POS software provides powerful tools to boost satisfaction and keep shoppers returning.
By speeding up transactions, accessing customer data, integrating loyalty features and more, POS systems enable you to take your service to the next level.
Key Takeaway
If you want to improve customer experience, upgrading your POS capabilities is a smart first step. With the right technology, you can provide the standout service to set your business apart.
