#ShopfloorHeroes | 24.01.20

Welcome back to this week #ShopfloorHeroes blogpost! This week we are keen to bring the focus back to conversations and highlight some of the awesome engagement we have seen between stores and their customers over the past week.

We love to see store's having conversations with their customers as this offers a great opportunity to build on the customer to store relationship as well as to encourage the customer to make a trip to store which could potentially result in a sale.

For this week's conversation we will be focusing on building a relationship with the customer through Twitter and showing interest and enthusiasm towards them. Hobbycraft Hull are our hero store this week as they have recently been encouraging engagement with their customers by asking them what they have been crafting. Although asking customers what they have been crafting may be specific to Hobbycraft, this is something that could be applied to most businesses by asking them a question specific to your company.

We have selected a couple of conversations Hobbycraft Hull have had following an engaging broadcast. Store colleague Rich is one of our #ShopfloorHeroes for responding on behalf of the store!

For the conversation above it is great to see store colleague Rich using questions to encourage further conversation with the customer. Rich has also ensured to be complimentary and encouraging towards the customers work as well. This offers the store a good opportunity to start another conversation with the customer and ask them to share any other pieces that they may have recently completed.

Although this conversation is slightly shorter, store colleague Rich has ensured to mention that the store are looking forward to seeing the finished piece. This may then encourage the customer to share a photo with the store in the future.

But what's so great about these conversations...?

- Good use of a question in the initial broadcast to encourage a conversation with the store's customers on Twitter.

- It is great to see the store using local and brand compliant hashtags in the original broadcast as well. This will allow the store to connect with people in their local area following and using these hashtags.

- Prompt responses from store colleague Rich. The customer has not been kept waiting too long for a response.

- Consistent use of personal sign-offs. This is great as it allows the customer to know which store colleague they have been talking to.

Why not try starting a conversation with your customers on Twitter?

To find out more about how we can create #ShopfloorHeroes within your organisation, please email us at hello@socialretailgroup.com or click here and we will call you back.