How to engage customers better, get more feedback!
One of the most likely reasons why you might see a low volume of feedback is till receipts. Most stores either ask the customer 'would you like your receipt" and are given the opportunity to leave without one. If the customer doesn't get their receipt, they will never have the opportunity to provide feedback.
Here are a few ways to get more customer engagement:
- Gamification and incentives - The stores (or teams/departments) should have a KPI for volume of feedback. This can be made visible and incentives or prizes offered!
- Visibility - We have worked with some stores who want the dashboard,comments and feedback appearing on TVs in the staff / lunch room.
- Point of Sale - Posters on the entry point, shelf talkers, t-shirts, stickers, feedback cards, table talkers etc. (signage at the deli, bakery, contact areas)
- QR codes - They never really kicked into high gear in NZ but we see Aussie and South East Asia more appearing all the time. I believe the new iPhones have QR code readers built in the camera. That's a game changer!
- Smile Fridays - This has been used by quite a few companies - smile and watch the Word Cloud grow! You can actually see the word smile grow on the Friday! This comes back to engagement and visibility in store and with staff.
- The NUMBER 1 method is to ASK for feedback. We have seen retailers like Spotlight get as high as 7% of transactions for some stores of off a passive till receipt BUT the staff and management were fully engaged. It's always a good idea to periodically push customer feedback initiatives with your customer-facing teams.