Local retail and grocery stores have long had a local advantage. In the past, nearby customers were guaranteed to shop at their locations—regardless of their online presence or reviews. Proximity was king.
However, relying on local customers unconditionally is no longer a reliable business model.
Local choices are growing in many areas, the COVID-19 pandemic has caused some shoppers to limit their brick-and-mortar shopping to just a few locations, and the continued evolution of online shopping has made in-person shopping more competitive than ever.
In this unprecedented season for business owners, do you find your business experiencing any of these key issues?
Common Customer Feedback Problems In The Retail & Grocery Industries
1. Limited Review Transparency
Does your team struggle to find your customers’ reviews online? Are you able to track your reviews across various web and social platforms?
2. Reliance on Demand
Do you expect that a critical mass of customers will continue to visit your location, regardless of your online reputation? Are you relying on the proximity of local communities without reaching out to them or addressing their needs?
3. Local Competition
Are you experiencing decreased revenue due to new local stores? Your long established customer “territory” may now face competition, whether it’s from just across the parking lot or down the road.
4. Online Competition
Are you experiencing decreased revenue due to online competition? Even though online retail and grocery products can be more expensive, companies hook customers based on innovative concepts and convenience.
5. Customer Reviews Compound
Did you know that even a few negative reviews can affect your online reputation if not addressed in a timely manner? In fact, you should aim to respond to each customer review—positive or negative—within 24 hours.
Why You Need to be Meeting Your Customers Online
Your retail and grocery customers are online, so why not connect with them there? If your customer service ends when the customer walks out the door, you’re missing a huge opportunity for retention and growth. In fact, engaging with your retail and grocery customers online can be one of the most important tools for building your reputation in a digitally-driven world.
A comprehensive digital strategy for retail or grocery businesses should include the following:
- Review Tracking Across Top Local Review Platforms
- Improving Local Reputation With Immediate, On-Brand Responses
- Identifying Customer Pain Points and Areas of Concern
- Reinforcing Positive Customer Engagement and Return Patronage
While these strategies are crucial, it’s not uncommon for them to be neglected simply because teams don’t have the bandwidth to manage online issues. That’s where a review management partner comes in.