{"id":12474,"date":"2016-03-07T12:24:29","date_gmt":"2016-03-07T12:24:29","guid":{"rendered":"https:\/\/www.retaildetail.be\/mode\/fashion-retailers-are-failure-facebook\/"},"modified":"2016-03-07T12:24:29","modified_gmt":"2016-03-07T12:24:29","slug":"fashion-retailers-are-failure-facebook","status":"publish","type":"post","link":"https:\/\/www.retaildetail.be\/nl\/news\/mode\/fashion-retailers-are-failure-facebook\/","title":{"rendered":"Moderetailers falen op Facebook"},"content":{"rendered":"

Moderetailers benutten hun aanwezigheid op sociale media onvoldoende. Dat blijkt uit een onderzoek bij 50 mode- en schoenretailers in het VK. Zelfs simpele contactinformatie ontbreekt vaak.\u00a0<\/p>\n

<\/p>\n

\u00a0<\/p>\n

Gemiste kansen<\/h2>\n

Op 28 van de 50 onderzochte Facebookpagina\u2019s kunnen bezoekers geen informatie vinden over de klantendienst. 18 pagina\u2019s lieten na te antwoorden op een klantenvraag. 11 van de bezochte pagina\u2019s bevatten geen \u2018call to action’-buttons,\u00a0zoals \u2018Contacteer ons\u2019 of \u2018Shop nu\u2019. Zo verspelen ze kansen om shoppers aan te trekken.\u00a0<\/p>\n

\n\u201cWanneer een shopper leuke kledij in de etalage ziet hangen, dan wil ze kunnen binnenkomen en het stuk meteen kopen. Dat begrijpen retailers heel goed. Maar op Facebook volgen ze niet dezelfde redenering\u201d, zegt Amada Haxton, Social Media Consultant bij Practicology<\/strong>, die het rapport opstelde.<\/p>\n

\u00a0<\/p>\n

Cruciaal onderdeel van klantenservice<\/h2>\n

\u201cErger nog, ze geven klanten wel de mogelijkheid om een bericht te sturen, maar ze antwoorden vaak niet. Dat is alsof een medewerker in de winkel zou weigeren te antwoorden op een vraag van een shopper.\u201d<\/p>\n

\nRetailers moeten sociale media zien als een cruciaal onderdeel van de klantservicestrategie, adviseert ze. De beelden op de homepage moeten in lijn zijn met het seizoen en de lopende promoties. Op vragen van klanten zou binnen de 24 uur een antwoord moeten komen. Maak het persoonlijk: spreek klanten aan met hun naam, en teken met de naam van de medewerker. \u00a0<\/p>\n

\nHet rapport, met beste praktijen en tien adviezen voor moderetailers, is hier te downloaden<\/a>.\u00a0<\/p>\n

\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

Moderetailers benutten hun aanwezigheid op sociale media onvoldoende. Dat blijkt uit een onderzoek bij 50 mode- en schoenretailers in het VK. 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