This document provides tips for improving customer satisfaction in retail. Some key tips include treating customers well and prioritizing their needs, handling complaints empathetically and resolving them satisfactorily, surprising customers with small gifts to boost loyalty, avoiding long wait times that could drive customers away, seeking feedback to understand customer preferences, and personalizing service through targeted communication and offers.

1. TRIED AND TESTED TIPS FOR
CUSTOMER SATISFACTION
Presented by Slideshop

2. Source: Econsultancy
CUSTOMER SATISFACTION IS A
PRIORITY IN THE RETAIL INDUSTRY
Here are some tips to make your customers happy.
It indicates repurchase intentions
It differentiates a retailer from its competitors
It acquires new and retains old customers
It lessens negative word of mouth

3. Source: Econsultancy
TREAT THE CUSTOMER LIKE A BOSS
In a study conducted among 5,000 UK shoppers,
respondents said customer service is the most
important area retailers should focus on.
High-quality products - 56%
Low prices - 55%
Efficient customer service - 61%
Three most important areas for customers:
1

4. HANDLE CUSTOMER
COMPLAINTS LIKE A PRO
Be sorry for the inconvenience
Empathize; put yourself in the customer’s shoes
Listen sincerely to the customer
Get all the facts before offering a solution
Ensure the customer is happy with the solution
2

5. SURPRISE CUSTOMERS WITH GIFTS
OR EXTRAS
Source: Yahoo | HelpScout
3
THE GIFTS CAN BE GRAND:
In 2013, WestJet arranged for a virtual Santa to ask Calgary-
bound passengers what Christmas gifts they’d like. When
their flight landed, the passengers were presented with the
gifts they had named. Video of the event went viral.
OR SIMPLE:
In a classic 2002 study, a restaurant’s waiters began offering
each customer a mint as they were leaving. This small act
increased tip amounts by up to 23%.

6. Source: BoxTechnologies
DON’T KEEP CUSTOMERS WAITING
In a study conducted among UK shoppers, customers felt
dissatisfied due to long queues.
4
Reconsider a
purchase due
to queuing
times
41%
Turn to a
competitor with
a quicker queue
time
74%
Avoid shops if
they perceive the
queue to be too
long
86%

7. LISTEN TO CUSTOMER FEEDBACK
Areas to consider in a customer satisfaction survey:
Price
Customer service
Product
Repeat purchase intention
Probability of recommendation
5

8. Source: Traf-Sys
PERSONALIZE YOUR SERVICE
78% of consumers are more likely to be repeat
customers if they receive targeted, personalized
offers from a retailer.
6

9. DRAW ATTENTION TO SOCIAL PROOFS
Help customers justify their purchases with social
proofs such as:
Testimonials Ratings Stories Customer reviews
7

10. "Courteous treatment will make a
customer a walking advertisement."
~ James Cash Penney,
Founder, J.C. Penney Stores
Thank You

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