While it is believed that the online shopping industry is on the rise and gaining in popularity, it is important to remember that brick and mortar stores have a fortress. Customers demand the same level of service from stores that they have experienced when shopping online.
We knew consumers preferred online shopping before the COVID-19 crisis because it offered a smooth and hassle-free experience. To fully harness the potential of the digital environment, retailers need to assess the benefits of the technology adopted by online stores and consider what consumers value.
While many in-store retailers strive to understand the needs of customers and operate accordingly, fruitful interactions help them prepare for the wants of consumers.
These days, physical stores have to meet social distancing requirements, sanitizers, and temperature testing between multiple people in the store. As a result, stores had to cut back on in-person shopping and many retailers had to close their doors.
It all coincides with what buyers want and think about physical purchases. Businesses that could personalize in-store experiences would be on the verge of success.
Find out how to create certain experiences specifically tailored for different customers.
Tips for Improving Brick and Mortar Store Experiences
The smart appearance of the store will delight consumers
Retailers need to focus on making the store design less awkward, making shopping fun, and keeping consumers coming back. By tailoring the store design to the needs of the consumer, the business will not only increase revenue, but also improve customer loyalty by knowing better what the customer wants.
Allow customers to see and touch the items, and provide them with comfortable seating in the store, among other things.
Overall, focus on customer comfort and recreation and let customers shop at ease by encouraging them to build customer loyalty.
Implement a retail queue management system
Leveraging technology in in-person stores could be of great benefit. Many retailers and other industries, such as healthcare, use a popular technology called a queue management system, which allows consumers to update their queues remotely, reduce waiting time, and hassle-free.
Customers can relax wherever they want and wait their turn without physically queuing thanks to QR code queue management. Customers can quickly verify or keep tabs on items or merchandise sold by a particular retailer by simply scanning the code. Only they would need to enter the store when it is their turn to shop.
In addition, the queue management software informs customers of their position in the queue and the time they will have to wait for their turn. This will allow them to know their wait times and will be less likely to leave the services. Isn’t that awesome!
Overall, this would provide a better experience for consumers and retailers than any other method, causing customers to leave the services and choose to visit a competitor.
Contactless checkout system
Processing customers’ checkouts is the biggest challenge of all for physical retail stores. The outside line and shouting customers get all the attention, but the slowness of the checkout process is what irritates customers the most.
Integrating contactless and digital payment choices may be the best way to manage checkout queues, alleviate customer frustration, and enable seamless payments.
Depending on the choices offered by merchants, such as UPI, Netbanking, Paypal, QR code scanning, etc., shopping becomes simple and consumers are seduced by the digital key.
Use analytics to increase customer flow
Since COVID19 has affected the tastes, decisions and attitudes of consumers, using technology to assess all of these aspects can be helpful in bringing about change in real time.
Retailers can better understand what customers want from brick-and-mortar stores by using data analytics and analyzing consumer buying habits.
In addition, this knowledge is essential for improving the client experience reminding them of store design improvements, product replacements and more. Overall, these updates ensure that when consumers return to shop after the pandemic, they can feel healthy and valued.
Also, read – 5 Ways to Improve Customer Service
Organize events for customer engagement
Customers who market your brand or word of mouth are more valuable than a satisfied customer.
Customers can be involved in many ways, but organizing events is the most effective of all. Even many professional business owners agree that hosting event campaigns generates a higher return on investment than other methods.
In-store promotions and programs generate a lot of traffic and improve the brand image in the region. However, retailers should not completely rely on such events as local events, trade shows, etc. are also worth considering.
These methods are only beneficial for improving brand exposure, creating a hassle-free atmosphere and reaching as many consumers as possible.
Offering coupons, discounts, and prizes to unique customers, in addition to hosting events, can be another way to build customer loyalty and attract new ones.
Recognizing app users by retailers is now easy, and sending location-specific, real-time offers is beneficial. Such a solution allows consumers to easily search for new offers, offers and interests while increasing the size of their shopping cart.
Customers are also satisfied and delighted because they feel comfortable and at ease when shopping and inquiring about particular items.
With social distancing standards and consumers focusing more on contactless interactions rather than store visits, times have become tougher than ever in this pandemic, especially for retailers. Of course, we are human beings, and shopping is everyday for them, so they will look for stores that have facilities that meet their needs.
Therefore, taking advantage of any technologies or techniques in physical workshops is essential for stimulate sales and offer an engaging consumer experience. Customers would be loyal and continued engagement will be experienced if the brand is able to adopt these strategies and appeal to customers.
These tips are essential to any improvement in the store. So, implement them quickly and reap the benefits accordingly. Hope you achieve your business goals and easily improve your customers’ shopping experiences. Thanks for reading!!
Allen Daniel holds a postgraduate degree in literature from the National University of Singapore. She is currently working as a Content Manager at Qwaiting, the main line management system. She enjoys writing blogs related to tech, software / gadget reviews, and marketing strategies for SMEs.