3 Ways Store Associates Can Get to Know Their Customers Better


3 Ways Store Associates Can Get to Know Their Customers Better

None of us are mind readers, but it sure would be nice when it comes to helping customers. Wouldn’t it be great if shoppers could simply open their minds to us, letting us see what they’ve purchased before and the items they’re currently seeking?

Those of us without psychic abilities do have options, though. Here are three slightly more down-to-earth ways to get to know customers so we can guide them to the right purchase and help personalize their experience.

  1. Leverage clienteling software. Although initially used only by luxury retailers, the principles behind these apps apply to many types of shopping experiences. Usually viewed on a tablet, clienteling systems allow associates to quickly see a multitude of customer data such as previous purchases, height and weight (for sizing), lifestyle interests, loyalty program status, birthdays and anniversaries, and more. The more associates know about a customer’s personality and preferences, the more helpful they can be.
  2. Take full advantage of your store app. An iBeacon placed at your store entrance can play a dual role. First, it can alert your store’s system that a shopper with the store app on their phone has entered, prompting it to send a greeting to the lock screen. Ideally, the message will be personalized: “Good morning, Barbara, thanks for shopping with us again today.” Second, if the customer has achieved a certain level of shopping (e.g., gold status), the iBeacon alert can prompt the system to let every associate in the store know. Associates can make every effort to ensure Barbara’s shopping experience that day is exceptional.
  3. Take advantage of call-buttons and sensors. Whether a sensor detects a customer in an area of the store with no nearby associates or the customer themselves asks for help using a call button in an aisle or dressing room, a sophisticated communication system ensures an associate will soon arrive to provide assistance. Knowing a shopper needs help and arriving quickly sets the stage for a personalized, positive conversation that can lead to higher sales. Two-way radios can also play a role, allowing an associate to ask another associate or manager for product information, rather than running off to get answers while the customer waits.

Every customer, especially a loyal one, deserves the very best store experience you and your fellow associates can provide. These days, that includes the type of personalized service that comes with highly strategic use of technology.

3 Ways Store Associates Can Get to Know Their Customers Better

Every customer, especially a loyal one, deserves the very best store experience you and your fellow associates can provide. These days, that includes the type of personalized service that comes with highly strategic use of technology.