So its nothing new… brick and mortar retailers are having a rough time competing with online competition. The breadth and volume of online retailers continues to grow, as the rate of brick and mortar stores continues to fall just as rapidly.
Given spending is down, we need to understand what exactly will keep customers coming back. Many studies have been done to understand this, and the results show a persistent customer need – they want a retailer who provides a personal and caring shopping experience which is tailored to their individual needs.
Customers now expect more from retailers than the simple purchase of a product. They want a memorable experience and to live the brand. If you go ‘above and beyond’ to create these experiences for the customer, they’ll remember you, as there’s a danger you’ll lose them to a retailer who does offer that little bit extra, if you don’t.
To be competitive in today’s market and wow your customer, the store experience you provide must be exceptional. Emotional engagement is one of the keys to creating this experience and investing in this area will help you keep your customers coming back for more. The retail space is a powerful opportunity for emotional engagement to take place, it is where you can welcome customers with hospitality, and wrap them in a total brand experience. Your customers expect a memorable and exceptional experiences and your store appearance and flow is integral to achieving this.
At the end of the day, good customer service is hard to come by in retail stores.
Heres a formula; “Great People (staff) + Product Knowledge + Care = Great Service = Sales”.
Humans Caring for humans is at the heart of any successful business.