Liberty Shoes Online - Importance of Customer - PowerPoint PPT Presentation

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Liberty Shoes Online - Importance of Customer

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Liberty offers you to shop online shoes, sandals, slippers, wedges etc online. View more about Customer importance online. View more: – PowerPoint PPT presentation

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Title: Liberty Shoes Online - Importance of Customer


1
Importance of customer serviceDay 1Session 4
2
Session Content
  • Key success factors in retailing
  • Why is customer service important
  • Lifetime value of a customer
  • Customer service in retail
  • What is customer service

3
Key success factors in retailing today
  • Ability to create long-standing relationship with
    customers
  • Customer focused product range
  • Sustained availability
  • Trained personnel
  • Inventory management

4
The Customer
  • Selling per Sq. foot is Out
  • Selling per Consumer is in
  • If we dont change
  • Our Customer will!!!

5
Key to Long Term Business Success
  • .....IS TO CREATE RETAIN CUSTOMERS
  • Goal Acquiring Life time value of a customer!!!

6
Customer Loyalty Ladder
Advocate
Client
Customer
Shopper
Prospect
7
Customer Advocacy
  • Is more effective than any advertisements
  • Customers speak on an average to 8 people If they
    are happy with store customer service
  • Customer speak on an average to 22 people if they
    are unhappy with store customer service

8
Customer expectations from retail
9
The Customer
  • Everybody is pursuing the customer
  • Customer
  • Exposed to competition
  • Getting used to being pampered
  • Options of spending growing
  • Upto date with international trends standards
  • Better informed
  • Less forgiving
  • Less loyal

10
The Customer
  • Customer
  • Brand conscious but not necessarily brand loyal
  • Demands value
  • For money
  • For time
  • Shopping is coupled with social activity
  • Dinner
  • Movie
  • Meeting over coffee

11
Customer expectations
  • Feeling important
  • Higher satisfaction
  • Better shopping experience
  • Higher Convenience
  • Easier buying
  • Better value

12
The Customer
  • WE MUST
  • Surpass customer expectations today..so that
    he/she returns to our store again and again
  • Build customer loyalty
  • Repeat customer
  • Lifetime value of the customer
  • Meet their needs and wants for the future

13
The Single Differentiator
  • CUSTOMER SERVICE
  • is the sole differentiator
  • between stores

14
What is Customer Service?
  • TRUST
  • COMPETENCE CHARACTER

15
Exercise
  • Discuss examples from your experience as
    customers
  • When good customer service has built your loyalty
    to a store, or made you an advocate
  • When poor customer service has driven you away
    from a store, and tell others about it
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