Excellent customer services and relationshipsIn book retail,customer services is listening to customers and help them to settling theirissues so they could stay cheerful and loyal. Since POPULAR have many differentraces of customers for visiting the bookstore, thus all of the staffs are beentrained to have the ability to speak multiple language especially Englishlanguage to their customers.
Hence, the POPULAR staff can speak clearly and couldgive a great communication to resolve any kind of doubts from customers inorder to integrates good customer relationship and provide the excellentservices to their respected customers. Additionally, language is part of theircommunication way, still the imperative part is the deliverance towards thecustomers. For example, the gesture and politeness when conversing with thecustomers and furthermore the receptionist and any other staff on duty that beginningthe rule of affability towards their customers.In POPULARBookstore Ikano Power Centre, the customer service quality is quite outstanding.Those who in contact with the customers play important roles in servicequality. Whenever the customers came in the bookstore, the staffs will showrespect and very responsive and also saying thank you to customers after everytransaction is one of the good habit of their customer service. In addition, staffwill offered instant service of application for POPULAR card to customers tolet them enjoy the goodies, treats, and unbeatable discounts in the bookstore.
Andalso, the staff will distributed POPCLUB magazine to customers who to know forthe latest events and news that held over the specific period and they willrespond quickly to all inquiries of customers who is trying to search forinformation and will be back in touch. Therefore, the high service quality isnecessary for the establishment of strong relationship with customers.At last,excellent customer services often happening consistently when the customershave been served politely with a proper manner and this have make sure customersare satisfied with not only know what products to sell, but also the process ofpurchasing, ordering, communicating with the staffs, etc. Hence, acceptingevery bit feedback from customers is valuable to the company, whenever it is positiveor negative. Because by doing so, staffs might manage to getinteraction with the customers and could be on their way for providingparticular excellent customer services to them.
From this strength, POPULARreally make a great efforts to build customer’s trust and rapport becausecustomer relationship is a very important factor towards success. Higher Customer Retention Rate and Better FeedbackPOPULAR bookstore has a long-termrelationship with their customers because company that truly listen to theircustomers are the ones with the most loyal customers. According toNGData,”customer retention often is faster and, on average, costs up toseven times less than customer acquisition” Therefore, the strategy ofcustomer retention is what POPULAR did and create to keep their customerscoming back for more.POPULAR IPC has a good ranking insocial media such as Facebook. The environment of their bookstore is giving thecustomers a unique and refreshing touch because the bookstore has transforminga simple reading space into a LOHAS one by using both living plants and modernart. In addition, POPULAR have use a creative looking yet classy terrariums toenhance the environment with a touch of class and the customers will feels asthey entering a refreshing paradise. This is because when the surrounding arealike best sellers section and especially the customer services counter isfilled with green plants and unique diamond shape of terrariums, this willleads to the preservation of existing customers feel comfortable and attractedby new ones.
Besides that, there are physical evidence such as the lighting,air conditioning system, soft music, and few red long beaches provided on thereading area for customers to have a relax time. Hence, those physicalevidences that have met customer expectations could enhance the relationshipstrength also. Lastly, with the enhancement of environment quality, customerloyalty and satisfaction raises.Furthermore, the staffs will offercustomers good quality information and appropriate knowledge that relates towhat the customers interested in by keeping them updated with the latestpromotion, news and events that happens in POPULAR bookstore. Then, whoeversubscribed POPULAR official website, customers could receive the latest newsand the discount that up to 75% for POPULAR member when they make orders forChinese titles only. And also, customers is satisfied with the POPULAR onlinedelivery services, the delivery time frame after confirmation of order forbooks from Taiwan and Malaysia is around 2-4 weeks. Although the delivery timeis quite long but customers is happy with quality of parcels they received andthe good condition of the books.
Once the staffs is able to fulfilledcustomers’ needs and wants, they will receive better feedback via email fromtheir valued customers to thank for their friendliness services. A happycustomer is a retained customer, with the strong competitive advantages ofPOPULAR.Gain more social interaction between workers and customersPOPULARbookstore is a local community treasure. The use of the word “Treasure”conservatively, because that sounds so trite and well, profitable, variety ofbooks and musical albums, and good customer services and relationships. For thosecustomers who come in POPULAR to shop, the most important thing for them is acomfortable space, range of services, and the ability and behavior of staffs.
Hence, customer feedback is a key point that provides actionable insight tocreate good customer experience.The human factoris vitally important in the retailing industry, is an important resource of thecompany. Never judge a book by its cover, all customers deserve attentionregardless of their age or appearance. Therefore, POPULAR staffs should bereceptive observant, in order to understand what customers are looking for, thenexamine the situation well before offering a solution.
Besides that, staffsshould also facilitate customer needs, if customers ask for where the books or accessoriesplaced at, the staffs have to direct them to the correct zone with politeness.As a result, the more they can gauge their customers’ preferences, the moresocial interaction linked together between staffs and customers.These days, theway of people shop is also changed significantly with the growth in the socialmedia.
Social media is a platform where they can interact with customersregularly, it can be in Facebook, Instagram, Twitter, in order to target even morereaders to pay a visit in POPULAR. Furthermore, customers can visit thebookstore following the ratings, recommendations and reviews posted by othersabout that specific store and especially posts from customers about theirshopping experience as well as the feedback or opinion to strengthen theperformance of bookstore. The increase of visibility within POPULAR throughsocial media can be one of the competitive advantages to attract customers, andit enable the staffs listen to the suggestions of their customers and reply to customer’scomments.
Then, the use of social media is able to make the staffs to interactwith customers and keep them connected with the bookstore and cultivatecustomer loyalty.