Retail Customer Experience – Maintaining and Growing Your Most Valuable Customers

 Since 1999, the retail customer base has been growing for all industries and the VoIP telephony industry is not an exception here. As per one of the statistical results, in 2021, the retail market has grown up to $196 billion. That is a huge market share, which makes it worth investing resources to maintain and grow your valuable customers as a smart telephony platform provider or as a VoIP service provider.

In this article, I will share the top tips that can help you maintain and grow your most valuable customers that are retail customers by improving their experience.

1. Client centric approach

If you want your customers to be happy, the first rule is to deliver what your customers are paying for. You need to deliver the best quality at competitive rates. For example, if you are a retail VoIP calling service provider, you must use the best multi tenant IP PBX to provide excellent business VoIP telephony services with a 99% uptime service level agreement (SLA).

If your system tends to be down and your service is not up to the mark, your retail customers are likely to look for other service providers.

2. Listen to your clients

Whether it is feedback, testimonial, or complaint, you must listen to your clients. You can use one of the cloud or on premise VoIP solutions such as a call center solution to set up a customer care department that attends customers. Your customer care team must be patient and professional, plus, client friendly. A good customer experience can help you deliver an excellent retail customer experience to maintain and grow your clientele.

3. Stay competitive

Retail customers have a wide open sky of options to choose from. They are not dependent on your service. This fact has to be crystal clear in your mind. You must not provide underrated services such as using a conventional class 4 Softswitch solution instead of the best wholesale Softswitch or a smart telephony platform to provide wholesale VoIP services. Your offerings must match or should be better than other competitors if you really want to maintain and grow your customer base. Moreover, your rate cards and pricing structure need to be competitive if not cheaper than your competitors.

4. Design loyalty programs 

Your loyal customers must be rewarded for sticking to your brand. This can help you gain the trust and delight of your retail clients. Moreover, it will result in positive word of mouth promotions to help you grow your valuable client list. Loyalty programs define the rewards such as a discount on the monthly fee, access to the beta version, a free trial of upgraded service, etc. You must design an appealing loyalty program and put it on your website to showcase it publically. It can also be used in an onboarding process.

Concluding notes

The market of retail customers is huge, but volatile. If you can keep your existing clients happy, then only you can attract more customers. In fact, your happy customers can help you bring in more business by onboarding referral customers. 

To maintain and grow your valuable retail customers, you need to deliver an exceptional experience by using the best software infrastructure such as a multi tenant IP PBX, class 4 Softswitch solution, etc. You also must have an in-house customer care center set up with a skilled customer support team and a feature rich call center solution.

Your business plan and loyalty programs need to be customer friendly. If your loyalty program or strategy doesn’t add value to your retail clients, then using even the best smart telephony platform or equivalent software will not deliver value to maintain or grow your clients. Stay on the top of the game always to enhance the retail customer experience.