This year has required college stores to adapt normal operation strategies, pivoting with a moment’s notice. Elizabethtown College Store had never done a pop-up location before this year, but when it needed a way to better serve students and parents on campus, the store made it work.
The Clatsop Community College Bookstore is in an unusual position: it never closed down during the COVID-19 pandemic. As the rest of campus moved online and closed to foot traffic, the college store remained open, becoming a single point of contact for all student needs. We sat down with Denise Russell, Bookstore/Copy Center Manager and Adjunct Professor, to discuss how the bookstore expanded its service during this time.
Collegiate retailers are asked to lower student costs, increase school revenue and decrease overhead expenses all while providing students with a great customer experience. Creative solutions and retail innovations have helped many college stores meet these demands.
Discovering what satisfies customers can be as simple as self-reflection. Young and old, we want courteous, swift service that meets a need, slakes a thirst or fulfills a desire. We also want shopping to be fun, and we want associates to be personable and informed. However, knowing when and how a customer experience has gone awry is complicated.
Rush is right around the corner. Are you prepared? We compiled some of the best practices to prepare for one of your busiest times of the year.
There are as many definitions for customer service as there are industries. The position has to be fluid enough to cover whatever needs to be done. However, defining expectations for employees helps them meet the business’ and customer’s expectations.
Customer service can be tricky. You want to do everything in your power to make the customer’s experience with your business pleasant, but inevitably there will be times when someone has a bad encounter. If they tell you the issue, it can be resolved. Often, though, customers don’t give voice to the complaints. Unless there has been an egregious error, most customers will just walk away disappointed or angry, which leads to a loss of customers and revenue to the store.
Finding ways to improve your store’s customer service is a matter of survival. Customer experience is a trendy buzzword in retail: it is a critical shift in perspective. Young consumers are abandoning brand loyalty, letting their individual experiences direct where they will spend their time and money. That decision comes down to their experience with your store, whether in-person or online.
As the millennials are graduating, centennials are moving in, bringing a new set of values with them. They have high expectations, a focus on quality, a strong sense of thrift and the shortest attention span to date. Having never experienced life without technology, this resourceful generation is about to change the rules and it is up to the rest of us to keep up.
As the spring rush season begins, we wanted to share a survival guide and checklist, setting you up for success this season. Good luck and welcome to spring 2017!
Contact our editorial team to set up an interview or to contribute a guest post.
Customer Service
800-325-0530
cserv@mbsbooks.com
Order Processing
800-325-0577
As MBS’ signature publication, Foreword Online is dedicated to offering daily industry insight and cutting-edge news that keep college retailers ahead of the curve. Follow us on social media. Contact us with ideas and feedback. Subscribe for regular updates.
© 2024 MBS. All rights reserved.
