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How Can Retailers Work On In-Store Customer Experience?

By CIOReview | Tuesday, May 5, 2020

Retailers today need to embrace the hardships of customer relationships by implementing technology to establish and retain a common channel to connect with the customers as well as serve them efficiently.

The growth of eCommerce in the past few years has come out as a tough challenge for brick-and-mortar retailers to enhance their in-store customer experience and provide incentives to offline shoppers. Consumers, in the present time, look for convenience, alternative, and exclusive products. Retailers need to understand the tradeoffs between online as well as offline. On the other hand, cyber shopping provides more convenience and flexibility, but all that in the absence of a traditional instore experience intimacy.

Even though the concept of in-store customer experience has been in the market for some time now, the consumer expectations concerning these experiences are quickly evolving. Customers are looking for more than just greeting into the stores, which includes personalized recommendations and seamless checkout processes.

In this era of retail, investing in data technologies, high-quality customer-relationship management, and a point-of-sale system is regarded as an ideal method to deliver a more tailored shopping experience. Having accurate contact details, such as validated email addresses, brands stand a better opportunity to reach more and more customers. Extending the services and offerings in a timely fashion, along with news, promotions, and other essential up-sell opportunities, can help the companies to yield better revenue.

Monitoring the purchase history of the consumers can help the companies to know more about the customers’ interests and inclinations. Besides, the data gathered over time helps to build a long-lasting relationship, and more customized service and shopping experience.

Additionally, it is crucial to keep in mind that collecting customer data alone will not be helpful to the brand unless the representatives know how to use it and filter the most valuable information. Organizations need to collect real data and not more data. Retailers should not bother the customers with irrelevant queries and make sure that the intent behind the collected information is fulfilled because every action is more or less taken based on the data.

Retailers now have started the hunt for more innovative approaches to train their staff and create better staff development to catch up with the developing retail landscape. Furthermore, retail employees in the world today are seen as the ambassadors of their brands and vital entities to the human experience. 

Check out: Top Customer Experience Solution Companies