Here are some great takeaways: 

• Get personal. Social media can result in positive engagement with customers and build their loyalty. Don’t simply share product information and promotions on social media platforms. Draw attention to your business by sharing stories and images related to the industry. By posting a mixture of product-related information and more personal content, your customers will likely feel more connected to your store. Consider sharing throwback photos from your store’s history, pictures of your staff or interesting how-to advice.
• Prioritize customer service. More often than not, when customers have problems with a business, their first step is to complain on social media. Clearly you want to avoid angry customer reviews, but if they happen, respond quickly and provide a resolution. It is recommended to respond to all queries within 12 hours. Be sure to promote the positive customer-experience posts your retail operation receives by sharing them on your social channels.
• Social and mobile go together. Nearly 85 percent of Americans say that mobile devices are a central part of their everyday lives. Be aware that a large percentage of your customers are almost perpetually using their mobile devices and browsing social media platforms. It is recommended that you provide instant purchasing options for the mobile shopper as well as offering product deals online that cater to your customers using their mobile devices.

The goal of the North American Retail Hardware Association is to help independent hardware and home improvement retailers become better and more profitable merchants through a wide array of educational and training programs, financial management resources, and human resource tools that are all available online. WRLA members get unlimited access to a full range of training and management services when they join NRHA through the WRLA. Visit: www.wrla.org/membership/membership-benefits or CLICK HERE for more information about NRHA.