#ShopfloorHeroes | 24.05.19
Hobbycraft Solihull you ROCK! Here at SocialRetail Group we consistently see Hobbycraft Solihull having awesome conversations with their customers on Twitter. Store colleague Caroline and Dave are well and truly shop floor heroes through and through.
For this week's #ShopfloorHeroes we wanted to highlight the following conversations Hobbycraft Solihull had with their customer, Jo. In the example below, we can see how the store can build a long term relationship with their customers and see that the store is on the way to becoming a Social Retailer.
A Social Retailer uses social media to add value to the customer experience and help the store build long term relationships with its customers, regardless of which channel the customer shops. The customer relationship becomes socialised.
The shop floor conversation below starts with the customer, Jo, reaching out to her local store to share her delight for her recent online order. Dave and Caroline are then able to engage with the customer and look forward to see what she makes with her new purchase.
We can see that Hobbycraft Solihull are making the store's social a team sport as both store colleague Dave and Caroline have responded to the customer. They truly are #ShopfloorHeroes!
Caroline has ensured to encourage the customer to share her project which has then prompted an additional conversation.
A few days later, jo, the customer has reached out to Solihull again to share her finished make using the wool that she purchased. Store colleague Caroline has responded within the same day and has asked Jo a question about her make.