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How much should you invest in positive customer experiences? Perhaps a better question would be: Does your business have a customer experience strategy?
In PwC’s 2018 Future of Customer Survey, 17% of respondents said they’d walk away after a single bad customer experience. That percentage shoots to 59% after several bad experiences. It’s a situation no retailer wants to find themselves in.
But customers aren’t willing to give up on their favorite retail stores.
Because in the 2022 PwC Customer Loyalty Survey, 82% of participants said they would trade personal information for an improved customer experience. And many prefer a contactless retail experience – online retail shoppers especially. Goes to show just how much customers value convenience.
Does that resonate? It’s time to upgrade your service and deliver greater convenience to your customers. It’s easier than you may think, as you’ll see below.
Add Self-Service Options
Further scrutiny of PwC statistics shows that, given a choice, 50% of customers would choose frictionless retail experiences.
They want to shop without waiting in line.
They want to use an automated process to shop.
They want to waste no time waiting for an employee to check them out.
In many ways, businesses can make this happen with self-service options. For a start, a brand can support contactless retail experiences in these three ways:
Through self-checkout
Businesses can invest in computer vision technology to help with scanning and billing. It’s an option that also helps reduce human errors in billing. So it allows customers to shop more conveniently while minimizing shrinkage.
Through self-service returns
Provide a self-service returns program. Customers should be able to process their returns and print the return shipping label without engaging company employees.
Through A Comprehensive Knowledge Base
A vast knowledge base equips customers with the information they need to use your products or services.
Include:
- Step-by-step instructions
- Video tutorials
- Demos
- FAQs
- Tips and tricks
- Dos and don’ts
- 24/7 chat support
Customers should access all the information they need about the product without contacting the company by phone or email.
Embrace Technology
Going back to the PwC findings, it’s clear that technology plays a role in creating remarkable customer experiences. While most shoppers still prefer in-store shopping, a good number want technology to enhance their store visits.
Businesses can add some of the following to meet customer desires:
- In-store browsing via the business website or mobile app
- Scan-and-go apps and devices
- Immersive technologies, like VR headsets and 3D displays for electronics
- Support for cross-device transactions
- Access to the full suite of services through the business’ mobile app
- Online reservation
- AI & BI solutions
About AI for Retail
AI offers algorithms and automation solutions that can improve business processes. Retailers can use these solutions to manage their inventory, which helps meet customer expectations. For example, through AI analytics:
Stores can better manage their stock volumes.
So they don’t overstock or understock.
Stores can restock in good time.
Store managers can notice when they’re running low on specific items and order them in advance.
Stores can immediately know when an item is out of stock.
They can then update their listing or send alerts to customers. So customers don’t walk into the store only to find that what they wanted to buy is unavailable.
Stores can anticipate new product availability.
Similarly, stores can alert customers when they introduce new products.
Offer Multiple Payment Options
Give customers multiple payment methods in-store and online. Credit card declined? They should be able to pay via a debit card or mobile wallet.
Forbes and HubSpot report that more and more shoppers are buying products on social media platforms. And the leading social sites make it easier than ever before to sell on their platform.
Facebook has Facebook Shop.
Instagram has Instagram Shopping.
WhatsApp Business has a payment feature.
Pinterest has Product Pins that lead customers to the brand’s purchase page.
In social platforms that don’t have payment options, brands can use a payment link. When a customer wants to buy, the business sends a customized link to the purchase page, where they can complete the transaction. Payment links are secure, and the customer does not share personal or financial details.
Offer Personalized Service
Customers relish personalized service. According to this Gladly report, 79% rank personalized service above personalized marketing. And 77% would recommend a business that offers customized service to family and friends.
Businesses can use AI insights to understand customer preferences and deliver customized products, messaging, and more.
Have regulars who are also busy moms or professionals? Offer them priority shopping, curbside pickup, reserved parking, or special delivery.
New customer just walked in? Have a friendly, knowledgeable shopping assistant attend to them.
Conclusion
Greater convenience means an excellent customer experience. And it entices the shopper to return again and again and recommend the service to friends and family.
Retail businesses can embrace technology to deliver more convenience to customers. Contactless retail experience, self-service, AI and BI solutions, multi-payment channels, and personalized service will enrich the shopper’s experience online and in-store.
