Retail customer experiences need to be personalized
Engaging with customers is one of the main aspects of running retail operations, both in stores and online. Whether it is helping shoppers at brick-and-mortar locations or assisting web consumers with their purchases online, merchants know how important exceptional service and experiences are. Failing to engage customers and find solution to their issues may mean declines in retention and loyalty. Fortunately, there are many strategies that businesses can follow to ensure satisfactory interactions with and experiences for their shoppers. Merchants can even use technology systems such as retail POS to enhance consumers' time in stores and on websites.
Patrons want personalized retail experiences
According to a recent study by MyBuys, shoppers are constantly looking to do business with brands that focus on customers and tailor experiences based on individuals' needs. The research revealed that elements such as emails and personalized online advertisements significantly help to boost retention and loyalty. Fifty-seven percent of consumers stated emails that contain content that is relevant to their needs entices them to browse for and purchase items from the retailers that sent the messages. Additionally, 35 percent of respondents said web advertisements tailored to what they are looking for will prompt them to buy from brands.
Merchants can also use information such as shoppers' past purchases to develop messages, both at brick-and-mortar locations and on websites, that help individuals find similar merchandise. The survey found that nearly 60 percent of consumers prefer to have personalized product recommendations from retailers. Companies can use data to offer coupons and discounts on related items when shoppers are in stores as well as on ecommerce sites. Technology solutions such as retail management software can store all of this information and allow brands to organize it effectively in order to develop targeted messages.
Other ways to boost customer experiences
While personalization is one of the main keys to offering exceptional customer experiences, there are other strategies that retailers can follow as well to ensure the best possible interactions. Retail Info Systems News writes that companies should focus on providing excellent multichannel operations by creating consistent elements through their stores, websites and other communication forms. Also, the source notes that to build increased loyalty, businesses should analyze their customers' needs and then work to provide the products and service to fit those desires for ultimate satisfaction.
