10 lessons about customer experience for the Fashion Industry
This post is brought to you by Danielle Lear- a member of the Proonto community – check out her personal profile here.
1. Customers want your help.
The only thing they are looking for is for help with the buying process.
Together, you and your customer can accomplish their goals. With your help, they can look amazing at the company holiday party or a very important job interview. Whatever their desired result may be. It doesn’t matter what your product is; offering help is critical to successs.
2. Customers want a more personal experience, they want to feel they can trust the brand and the brand rep.
Customers absolutely do NOT want you to sell them something, even something that’s wonderful. They want you to work with them to achieve a mutual goal, by being responsive to the customer’s concerns and wants. They want you to be their friend and help them find the most amazing outfit. People want to buy from someone they like.
3. Never over promise but always over deliver.
I hate when brands over promise. I just think that in today’s economy you have to be realistic. Do not raise the expectations of your customers and then crash them with a less than great customer experience.
4. It’s all about the small details.
Many times, we concentrate too much on the big picture and we forget all the small things that can contribute towards the experience of our customers.
5. Have confidence in your brand and the products.
Customers will not buy from you if you can’t persuade them that you, your brand, and your products are truly the best there is to offer. It is nearly impossible to persuade a customer to believe in these things unless you yourself believe in them. You must make them feel confident that they are getting the very best.
6. Really listen to the customer.
When they’re describing themselves and their needs, customers know immediately when you are just waiting for a break in the conversation in order to launch into a sales pitch. In order to really listen, you must quiet your own inner-voice and forget your goals. It’s about the customer, not about you.
7. Know what the customer wants before they do.
Understand the customer’s needs. It is not enough to know they are looking for a dress. You want to know why they are looking for the dress. You want to know how important the event is to them. How much are they willing to spend to look great at the event? Put yourself in the customer’s shoes and truly help them find something perfect.
8. Being honest and direct works better.
Customers hate it when you dance around issues like price, discounts, availability, total cost, optional accessories etc. They want you to be able to tell them, in plain and simple language, what’s involved in a purchase and how that purchase will take place. No surprises. No last minute price increases.
9. Be informed and up to date.
Know what the current discounts and promotions are! Be familiar with the brands social media sites. If a customer comes from Facebook and they want to see the beautiful yellow sundress on the latest facebook post you must know everything about that dress.
10. Be Prompt
If a customer asks a question respond to them quickly. If you don’t know the answer and you have to do some research let them know what you are doing? These days people are busy. They are shopping on lunch breaks or in between meetings or while waiting on appointments. Don’t waste the customer’s time or they will purchase from someone who can get the job done faster.