Customer loyalty is a big deal since it affects your business growth rate, sales numbers, and much more. Furniture retailers are constantly looking for ways to increase customer loyalty. Many do this through rewards programs, financing options, discounts or sales, and great customer service. While these common methods can help, sustainability is one of the biggest opportunities many retailers have missed. This article will explore the benefits of furniture removal practices and their impact on customer loyalty.
Sustainability and Customer Loyalty
While many factors influence customer loyalty, sustainable practices are becoming increasingly important for many consumers. A recent study found that 62% of consumers “often or always” consider sustainability in their purchasing decisions, up from just 27% in 2021. Furthermore, “84% of customers say that poor environmental practices will alienate them from a brand or company. “This is a massive shift, and many retailers are working hard to offer more sustainable products, services, and more.
Forbes reported that 80% of retailers recognize that sustainability efforts can increase customer loyalty. The market is changing. As customers expect more, furniture retailers will need to rise to the occasion to meet these expectations to grow and maintain their loyal customer base.
Sustainable Furniture Removal Could be the Answer
As furniture retailers look for ways to improve the customer experience, increase their sustainable practices/products, and more, it can be a lot. Many retailers must seriously consider offering their customers sustainable furniture removal services and put into place furniture removal practices.
While furniture removal is not a standard practice currently, it is building traction as more furniture retailers recognize the various benefits that result from it. A recent study showed that 39% of sales reps were asked daily about furniture removal practices, and 46% of all customers asked about it during the sale. Customers are very interested in this service. Many retailers recognize the improved buying experience provided to the customer and are beginning to look into options.
In the next section, we will examine some of the options retailers have for adding this service. Let’s consider the pros and cons of these options.
Sustainable Furniture Removal Service Providers
One of the first things to consider is running an in-house removal service. The main benefit of this route would be complete control over the customer experience. On the other hand, this would require a lot of effort to set up since sustainable donation and disposal options would need to be found near each store’s location. It would also add significant expenses to the company by adding pickup teams, vehicles, and appropriate insurance to limit liability for in-home pickups.
Partnering with local charities is another option. The benefits include inexpensive or free pickups for customers, no additional liability or expenses for the retailer, and support for the local communities. Some of the challenges with this route are long pickup service delays and the need to control the customer experience. Delays in pickup timeframes can often negatively affect retailers’ sales and delivery times. 61% of sales reps said they had sales impacted and deliveries delayed when customers had to find removal services for their old furniture. Additionally, only 12% of customers who recently bought furniture could have charities pick it up for free. Finally, the retailer would still need to find the local charities near each store that would take on the pick-up service. This could be a hefty task depending on the number of stores the company holds.
Another option would be to partner with a company like LoopDeco to provide furniture removal services. The benefits of this partnership would be a pre-established network for sustainable reuse/donation, same-day or next-day removal options, and no additional expenses for retailers. They also pay a portion of pickup fees to their retail partners, which creates new revenue streams. Retailers may still be hesitant to work with a 3rd party to provide services since they lose some control of the customer experience. Companies like LoopDeco also charge pick-up fees for most items, which may not align with the retailer’s vision of the service.
Next, let’s take a quick look at the various benefits that furniture removal services can provide a furniture company.
Summary of the Benefits
We have already established that offering furniture removal services to clients can boost customer loyalty. This loyalty brings a whole host of benefits described above. Let’s look to see what other benefits it could provide a retailer.
61% of sales reps have had sales impacted and deliveries delayed when customers have to find removal options for their old furniture pieces. Sales numbers would likely improve if sales teams had a solution for this very common issue. Also, with a fast removal timeframe, distribution centers would not have to deal with delayed deliveries that backlog their operations. Both these benefits could have major effects on the business as a whole.
Another benefit is the improved customer buying experience. Having a solution for a painful customer problem sets the retailer apart from the competition. Forbes pointed out that it is increasingly rare to be special, but offering a new and disruptive service can help set a company apart.
Finally, partnering with a third party to offer removal services could help the retailer create new revenue streams and reduce expenses. LoopDeco shares a portion of each pickup fee with the retailer. They also offer other services to reduce and eliminate disposal costs for some items. In this tough market, these revenue-generating and cost-reducing/eliminating services can have a huge impact.
Tying It All Together
In this uncertain market, brand-loyal customers are one of the best assets for retailers to have. Retailers must rise to meet this group’s rising expectations and changing priorities. This will be key to maintaining and growing the loyal customer base.
As sustainability becomes more of a priority for consumers, brands must consider ways to increase their sustainable practices and products without additional expenses. Sustainable furniture removal services will help retailers maximize customer loyalty while providing many other great benefits. They also limit the bulky waste sent to landfills each year. It’s a win for the furniture company and the planet!
Want to learn more about implementing furniture removal practices download a full market research report with more data and information. LoopDeco can be the right solution for your company
