Have You Accepted the Customer Experience Challenge?
Retailers today are serving a different breed of customers in their stores, including the Millennial generation. There are 80 million customers walking into retailers who have always had smartphones, want quick shopping experiences, and prefer online shopping carts.
Clearly, retailers can’t continue to stay with old customer service methods. Indeed, a study from eConsultancy shows that retailers are focusing on making the shopping experience “personalized and relevant” to improve the customer experience (CX). And with the majority of shoppers ready to use new technologies to complete their shopping experience with ease it’s time for retailers to take CX to the next level.
We all feel more satisfied with an experience when it feels personal. Proximity alerts can help with this, welcoming new and returning customers to the store and letting them know about specials that are related to their previous purchases. They can even suggest items for purchase that are not on sale but are relevant to the shopper. Of course, it’s important that these alerts do not come across as intrusive to the customer. Keep notifications helpful, useful and to a minimum for a positive impact on the shopper’s experience.
Motion-sensor cameras and in-aisle sensors can help store associates know when customers need help, creating opportunities for lightening-fast customer service. Similarly, call-button systems give associates a chance to assist customers before they get impatient or feel neglected. That includes the ability to never leave a customer unattended in a dressing room again.
Queue management systems automatically alert managers to send additional associates to the cash registers to help decrease line sizes. Instead of waiting for an associate to notice the lines are too long and call in back up, this technology ensures customers never have to wait long to check out—a key part to keeping them coming back.
With the right technology, proper associate training, and courteous employees across the board, retailers can create a personalized, efficient shopping experience that sets them apart from the competition.