{"id":1673094,"date":"2014-02-04T10:23:13","date_gmt":"2014-02-04T18:23:13","guid":{"rendered":"http:\/\/www.retailpro.com\/News\/blog\/index.php\/2014\/02\/04\/repairing-relationships-with-unhappy-customers\/"},"modified":"2014-02-07T08:48:26","modified_gmt":"2014-02-07T16:48:26","slug":"repairing-relationships-with-unhappy-customers","status":"publish","type":"post","link":"https:\/\/www.retailpro.com\/News\/blog\/index.php\/2014\/02\/04\/repairing-relationships-with-unhappy-customers\/","title":{"rendered":"Repairing relationships with unhappy customers"},"content":{"rendered":"<p>In the <a href=\"https:\/\/www.retailpro.com\/Solutions\" target=\"_self\" class=\"dnautolink\">retail industry<\/a>, customer relations are key. Merchants&nbsp;reach&nbsp;out to consumers in a variety of ways, including&nbsp;personalized email campaigns, social media, customized offers and engaging in-store experiences. Unfortunately, retailers can&#039;t please everyone, and even the best stores sometimes make customer service mistakes. In an era where consumers can rapidly spread discontent through online platforms, it&#039;s important to make an effort to repair relationships with dissatisfied customers.<\/p>\n<p>When shoppers voice their dissatisfaction on social media networks, it&#039;s best to respond rather than let the comment simmer. The Connection, a contact center blog,&nbsp;suggested retailers <a href=\"http:\/\/www.the-connection.com\/10-tips-for-responding-to-a-customer-complaint-on-social-media\/\" target=\"_blank\">respond&nbsp;as soon as possible<\/a>, keeping a positive tone and maintaining professionalism. If possible, the source said, it&#039;s helpful to move the conversation to private channels, but merchants shouldn&#039;t delete the original comment because that looks like they&#039;re trying to cover up mistakes. Additionally, despite improvements in the way <a href=\"https:\/\/www.retailpro.com\/Solutions\" target=\"_self\" class=\"dnautolink\">retail management software<\/a> integrates channels, it&#039;s best to respond to customers in the same way they offered feedback, according to Social Barrel.<\/p>\n<p>Regulating online feedback is important for retailers as the multichannel approach becomes more central. According to The Guardian, it&#039;s more essential than ever for <a href=\"http:\/\/www.theguardian.com\/media-network\/marketing-agencies-association-partner-zone\/5-lessons-retail-shopper-marketing-success\" target=\"_blank\">merchants to build brand loyalty<\/a> by engaging with customers.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In the retail industry, customer relations are key. <a href=\"https:\/\/www.retailpro.com\/News\/blog\/index.php\/2014\/02\/04\/repairing-relationships-with-unhappy-customers\/\">Continue reading <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":7,"featured_media":1673095,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[49,50],"tags":[],"class_list":["post-1673094","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-retail-customer-business-intelligence","category-retail-merchandising-and-marketing"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.retailpro.com\/News\/blog\/index.php\/wp-json\/wp\/v2\/posts\/1673094","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.retailpro.com\/News\/blog\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.retailpro.com\/News\/blog\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.retailpro.com\/News\/blog\/index.php\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/www.retailpro.com\/News\/blog\/index.php\/wp-json\/wp\/v2\/comments?post=1673094"}],"version-history":[{"count":0,"href":"https:\/\/www.retailpro.com\/News\/blog\/index.php\/wp-json\/wp\/v2\/posts\/1673094\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.retailpro.com\/News\/blog\/index.php\/wp-json\/wp\/v2\/media\/1673095"}],"wp:attachment":[{"href":"https:\/\/www.retailpro.com\/News\/blog\/index.php\/wp-json\/wp\/v2\/media?parent=1673094"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.retailpro.com\/News\/blog\/index.php\/wp-json\/wp\/v2\/categories?post=1673094"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.retailpro.com\/News\/blog\/index.php\/wp-json\/wp\/v2\/tags?post=1673094"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}