Consumers overwhelmingly feel that convenience is the most important thing when they are shopping and they’re willing to pay for it. Anything that can reduce the stress of their busy lives will make their shopping experience feel like a victory. So, in today’s tight marketplace, small retailers should invest in ways that focus on provide a more convenient customer experience.
Creating a Convenient Shopping Experience
To be more convenient, you need to put yourself in your customer’s shoes. Understanding their purchasing habits will help you gain the edge against your competition. This will uncover the role that convenience plays in their choice of where to shop and when.
A seamless shopping experience involves using valuable data to personalize interactions with your customers. This places the customer at the center of every transaction, which keeps them engaged and eliminates any foreseeable problems that may interrupt the purchasing process.
Building a seamless and convenient shopping experience takes time and lots of data. First, you’ll need to examine your point of sale reports on popular product categories and profitability. Then, you can send out simple surveys to new and repeat customers. This will bring in more granular information on their choices. A seamless shopping experience is more attuned to your customers’ needs; therefore, it’s more convenient.
4 Ways to Build Convenience
The future of brick and mortar stores can be found in the customer experience. People still want to shop in a store so they can touch and feel the products before purchasing them. You can enhance their experience through convenience. Take a look at these 4 ways to build convenience into the customer experience.
1. Always In Stock
This may seem like a no-brainer, but stockouts are a major problem for many small retailers. If this happens, a customer will find a substitute, whether it’s a different brand or buy it from your competition. Either way, you lose. Always remember that stockouts mean walkouts—the exact opposite of being convenient. Stay on top of your inventory with specialized reporting and improved relationships with your vendors. They may have a way to keep stockouts from occurring.
2. In-Store Pick Up
This is a growing trend for retail and restaurants. For consumers, it’s becoming an expectation. You don’t need an e-commerce site to take online orders. This can be handled through a simple form on your website that’s sent to your email. Plus, people still use their phones to call in orders, making it more convenient for them to call in orders during their long commute and pick it up when they get there.
3. Loyalty
Having a loyalty program in place makes repeat business more convenient. How? Primarily because of the discounts that come with loyalty. There’s also VIP status, so loyal customers get special treatment on new products and services.
4. Knowledgeable Employees
A well-trained employee becomes the heartbeat of the shopper’s experience. Training your employees will give them more autonomy and product knowledge. They can answer any question, take orders over the phone, or quickly process exchanges and returns. Most shoppers are looking for advice, so your employees become the experts they were looking for. Plus, faster checkout times and fewer hiccups along the way make the customer experience more seamless.
Low Cost of Entry for Big Returns
Each of these suggestions has a low cost of entry, so the financial investment is minimal. And, as you can see, they offer bigger returns. But all of this depends upon your customers and what they want from you. Knowing this first will make implementation of a seamless and convenient shopping experience easier for you and your employees.