With increasing competition and saturation in the retail market, providing a truly excellent customer experience has never been more crucial for retailers. According to recent research, 70% of customer churn is caused by poor customer experience.
Here are 4 key tricks you can adopt in order to enhance the customer experience and provide value:
1. Emotionalize the Shopping Experience
Most customers can be classified as emotional shoppers and choose brands that resemble their lifestyle In most cases, customer shopping involves an emotional component, resulting in customers choosing a certain product because it gives them a feeling of happiness, luxury, relax or just an escape from everyday life. Therefore, you should organize the whole customer journey around emotional components that matter to your customers.
2. Don’t Make Them Wait
Fast check out and in-store experience accounts for about 30% of great customer experience. Even if customers are in their favorite store, they don’t want to wait to be served. You can enrich customer experience by providing digital convenience, mobile checkouts and smartphone apps to let shoppers browse their favourite products on the go.
3. Empower Customers to Make Better Decisions
We all seek for ways to make easier shopping decisions. Make you sure you provide sufficient product information and guide your customers to find the right product for them. This will inevitably boost customer satisfaction level and likeliness to return.
4. Provide Useful Tips and Tricks
In many cases, customers buy a product simply because of an instant emotional trigger, but don’t actually know how to use it. By providing tips and tricks for your products and services, you will not only position yourself as an expert in your field, but will also boost product usage and cross-sell and up-sell opportunities.