It’s almost that time of year again. Back-to-school and college shopping will be here before you know it. Whether it’s school supplies, new clothes or exciting electronics, the back-to-school rush is real. And customers want things fast. Retailers, are you ready this year?
Last year, it was estimated shoppers would spend a total of $74.9 billion on back-to-school shopping. According to an article in Adweek, retailers need to work hard to improve these shopping experiences for their customers and make it as easy as possible to get everything they need, as quickly as possible. “It isn’t so much about receptivity to online ads as it is about meeting this shopper across every channel, through the entire buying experience,” said Sam Huston, chief strategy officer at search engine marketing company iProspect. “The retailers who will be the most successful this year are the ones that deliver customer experiences that are personal, adaptive and valuable.”
Everyone hates a long line and overcrowded stores, so do away with these customer pet peeves and improve the customer experience by solving some of those pain points; integrate a retail communication solution.
As a retailer, you might be experiencing these pain points already, but watch out, as the heavy traffic of back-to-school shopping is going to intensify these current issues:
- Lack of personnel – Especially during busy times of the year, it is hard for store associates to cover the entire sales floor. Even when you have called in all your employees, there still might be areas of the store that need more attention. Using technology like two-way radios, call buttons or in aisle enunciators (add links to product info on lnl website) your employees can cover the most crowded areas, and be alerted when they are needed for assistance. Simple!
- Lack of knowledge in employees – A customer might have a simple question, but your employees might not have all of the answers. Two-way radios can allow them to quickly communicate to another associate or query the store manager to find the right answer.
- Long lines/wait time – As a store associate, it can cause anxiety just by looking at the amount of people waiting in your line to be checked out. (Let’s not forget about the poor customer experience too). If you can quickly use a two-way radio to call associates to the front to ring at additional registers and reduce the number of customers in line, everyone is happy.
- Need quick pickups from online orders – According to research from the National Retail Federation, 44% of shoppers shopped online last year. It is extremely necessary to be able to integrate a seamless pickup of orders. Customers want their products to be ready as soon as they get to the store. Retailers should have a communications solution in place, which will notify your store associates as soon as an order is placed online. That way, employees can know how much time they have until the customer arrives in the store for pickup. Always staying a step ahead of the customer.
- Loss of sales – If a customer is dissatisfied with the customer service, they are more likely to leave without purchasing anything. This one is self-explanatory. Even though you may instill customer satisfaction in your employee training, equipping employees with better communication devices and technology can help them to better serve your customers.
- Wasted footsteps – Walking all over the store, making unnecessary trips is just as stated – unnecessary. Using a two-way radio can allow you to call to the back for a requested notebook, help a confused mom at the front of the store, and ask for assistance where needed so you aren’t wasting time and productivity.
- Lack of management – During the back-to-school shopping period, there is a surge of customers over a two to three week period, making it a time when managers need to be present in the store. For the most part, they are able to assist customers with the problems the store associate can’t help with. To avoid additional wait time for the customer who is checking out or waiting for a product, you could call a manager over by using a two-way radio to perform any kind of override at the point of sale.
Retailers, you know all about these pain points. But how can you solve them? The FlorComm suite allows you to solve all of these pain points and more. You’re now able to get just as much done even with the rush. Be prepared for periods of peak activity and be reassured that you can handle it with technology that improves customer service, productivity and overall employee efficiency.
“It isn’t so much about receptivity to online ads as it is about meeting this shopper across every channel, through the entire buying experience,” said Sam Huston, chief strategy officer at search engine marketing company iProspect. “The retailers who will be the most successful this year are the ones that deliver customer experiences that are personal, adaptive and valuable.”