Customer service should be at the forefront of any business with statistics showing that as much as 92% of consumers in the UK have changed from one company to another because of the poor level of customer service received. So surely every business should be investing in their customer services if they want to retain consumers and build brand loyalty. However, statistics are showing that this is not always the case in retail with only 1 % of consumers reporting that retailers consistently meet their expectations.The PRIMUS Promise
PRIMUS Sales & Marketing Manager Vicky Tomline tells us "at PRIMUS we have an ethos that focuses on customer service and we pride ourselves on offering each and every customer the highest standards in both the quality of our products and the service we provide." PRIMUS have set themselves against some stiff market competition from larger homewares chains but Vicky explains "it is the PRIMUS Promise that helps to set us apart from other larger chains. As an independent homewares retailer we have the ability to offer the personal touch to our consumers which is something larger chains are unable to offer."PRIMUS stock a large range of homeware, sports and leisure equipment, gardening supplies, health & beauty products as well as pet & wildlife supplies. Selling some of the biggest and well known brands, PRIMUS never sacrifice quality for pricing. Many consumers may be concerned that affordable pricing often means a lower quality product but with PRIMUS this is not the case. Vicky added "part of our PRIMUS Promise is that we check each and every product before it is added to our range so that we can be sure that the product meets our high standards."
As an independent online homewares retailer, PRIMUS have an advantage in that they have the time to listen to their customers thoughts and feedback. Many larger retailers seem to have lost this personal level of contact with their customers and it has become almost impossible to speak to a representative to make a complaint or discuss your requirements. No matter how big the retailer, the customers experience from products and services is the most important thing. Failing to provide a helpful and user friendly service could result in a reduced amount of consumers purchasing from your site.
Vicky explains "we offer our consumers the ability to contact us direct with the ability to speak to a human which shows that we put our customers first. It may seem like the old fashioned way but we respond to all of our customers within less than 24 hours unlike some of our larger competitors that make consumers wait days for a response." Whilst many retailers have worked hard to offer electronic responses to consumers to save costs, this strategy does not impress consumers. This method of a ‘hands on’ customer service approach seems to be working in PRIMUS's favour as Vicky reports that business is booming. Maybe it's time that all retailers started considering their level of customer services and adopt the personal touch. For more information please see www.primus.co.uk.
- Contact Name:
- David Bryan
- Social Media Manager
- Opace Ltd
- Contact Email:
- click to reveal e-mail
- Company Website: