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The Keys to Being a Customer-Centric Store

Posted by Joe Clarkin on 6/15/16 4:00 AM
Topics: college store customer service

"The customer is always right." That's been the mantra in retail for decades, and it remains mostly true today. In order to run a successful college bookstore -- especially in this age of competing online retailers -- you need to be more focused on your customers' unique needs than ever before. So in order to be more customer-centric than ever before there are few things you're going to want to try:

Customer-centric store

2) Get everyone involved

If you want to create a customer-centric culture, you need to have the entire team on board. All of your employees should understand your customers’ exact needs, not just your customer service department. You should provide training, education, and mentoring when employees are initially hired, and then continue to offer guidance and coaching throughout their employment. This helps all team members consider how their work and decisions directly impact the customer and the continuing success of your company.

3) Empower your employees

Customer satisfaction and employee morale tend to go hand in hand. According to The Harvard Business Review, contented employees are 31% more productive and generate 37% more sales than their disengaged counterparts.

Before you focus on improving your customer experience, you need to take a long, hard look at your company culture. Your employees need recognition, opportunities for advancement, job security, and thorough training before they can provide excellent customer service. Your employees will become much more engaged and productive when they know their employer cares about their welfare.

— Courtney Feairheller, Hubspot
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