Voice of Customer in Retail

A simple hack to help you prioritise + improve your bricks & mortar retail experiences.

It’s FREE, provides ongoing insight & large brands don’t take advantage of it nearly enough (except for their social teams provide increasingly generic, non-personalised replies).

✅ ACTION –> I recommend that you schedule 10 minutes today, to go through & read Google Maps Reviews for some of your local stores/branches.

–> Leverage the Review ‘sorting’ & ‘search’ features to identify issues + trends across your stores.

–> Prioritise investment into getting any common issues (that are within your control) fixed.

1️⃣ Personalisation in Retail:

Supporting personalised retail experiences starts before a customer turns up to one of your stores. Providing inaccurate store information significantly impacts your end-to-end customer experience.

For example – if your store locator says you’re open & a customer turns up to a closed store. No level of personalisation is going to fix this & they are likely to leave a bad review.

2️⃣ Local SEO:

Store reviews are a major factor within your local SEO effort. Finalising a sale often comes down to customer’s comparing local store ratings (as local store results are surfaced within [lower-funnel] search).

❓ How does your local store rating stack-up against your competitors?

It’s no different to how you go about selecting a local restaurant (when you have several to choose from):

→ Good rating = likely to visit
→ Bad rating = unlikely to visit