Brick-and-mortar retailers now not only have to compete with their competitors but also their online counterparts for customers’ attention. This poses a challenge for retailers — how do you keep customers engaged while in-store? The article from Chain Store Age outlines these seven ways to keep customers’ attention and loyalty by using a combination of new tech tools and old tried-and-true processes:
- Training, training, training. Salespeople are your brand ambassadors; make sure they are educated about your brand.
- Make upsells easy. Replicate “customers who bought this also bought this” recommendation engine in-store. Train your staff to suggest the pairings.
- Keep cool but not too hot. Anticipate customers’ needs by adjusting the temperature based on what your customers are wearing. Don’t have customers, —excited and eager to shop, leave frustrated because they’re sweating or covered with goose bumps.
- Frictionless checkout. Today’s customer wants an in-and-out experience without waiting in line. Remember, your customers know how easy it is to check out online. Sell your customer on the convenience such as having items shipped wherever he needs, having the option of adding a ship-to address and delivering within a few days etc…
- Be super-convenient within your larger store. Cater to the shopper in-a-hurry. Offer a quick-pick department that has one brand of each of the essentials and a self-checkout option.
- Win in one category, even if you are a multi-category chain. Consider supporting one key department a little more than others. When consumers feel overwhelmed by your huge product selection, they would leave your shop and go elsewhere that provides more hands-on support.
- Offer the same deals both offline and online. Provide continuity across the online and offline experiences will encourage consumers to shop at both at the same time. According to the Seamless Retail Study by Accenture, 61% of shoppers expect retailers to offer the same promotions both online and offline. Likewise, 73% expect stores to offer the same prices (regardless of sales) online and offline.
When your customers are engaged with you, they are less likely to be distracted from other offers or your competitor ads. This Multi-channel Experience Management program can help you identify the key areas of influence for the customer experience and understand the key components that go into a perfect journey in the minds of your customers. With the help of this program, you can engage your potential customers throughout the entire customer journey – from the moment they sign up for their newsletters to the moment they are asked to evaluate their experience after the transaction.
Learn more about Multi-channel Experience Management and ensure best experiences occur at each stage that build loyalty and foster advocacy.