1. Consider your display design
How you set up your shop will also affect how your consumers relate to you. Is it overwhelming with all the variety of options (or lack thereof) that you have? According to Udizine.com, knowing how to display retail merchandise will be a major factor in your customers’ experience. Using the right display techniques can help make for an easier customer experience. For example, if your customer needs a shirt of a certain color and your store is grouped by color, they will immediately know where to go and be relieved.
2. Get feedback from the customers
If you don’t ask the customers how they felt about their shopping experience, you won’t know. Maybe they have plans to never return or perhaps they want to bring all of their friends; you won’t know without asking. Their feedback provides great insight because it’s from a perspective outside of the store and they may highlight aspects of the experience you hadn’t considered.
3. Actually respond to the feedback of customers (and employees)
Simply having your customers or employees fill out surveys won’t get the changes you need. It’s about how you use the information. If the customers and employees are complaining about the same things (for example, a shortage of merchandise and the loss of business caused by this), then you’ll have an idea of where to begin. Both the consumer and employees are more likely to invest their time, energy and money into your brand if they feel as if their voice has been heard.
4. Understand who your customers are
Much like in film, knowing your audience will provide the right hints on how to properly reach them. You’ll want to be able to answer the following to determine who your consumers are: how old are they, men or women, what types of colors do they like, why do they like this and so on. By treating your consumers as people and not just numbers, you’ll be able to create a customer-focused support base.
5. Invest emotionally in them
Think of your business with your customers as a relationship. Because a lot of our decisions are emotion-based, it’s vital to tap into that core of your consumer. Whether it’s a birthday discount or remembering a regular customer, these simple acts will help create that bond. When customers feel an actual connection, they will often: recommend your store or service to others (giving you free marketing), be repeat buyers, not worry about the price and will not go to other providers.
6. Figure out what the customer thinks before and after they buy
Before they even walk into your store, you must consider why the consumer would want to do that. Are they seeking a gift or are they just browsing to see what options they have? By knowing where the customer is mentally, you can know how to approach them. If they’ve been there before, you don’t need to explain how your discount system works or where to find certain items. After the sale is an important time because you don’t want them to return the products. Careful consideration of giving attention before and during the shopping experience will mean your customer feels good about the purchase.
7. Have a defined goal for customer experience
This is simple: know what you want your customers to feel when they shop with you. Have a common standard core of values that is company-wide that clearly outlines your mission and purpose. Having a goal will make structuring the consumer experience easier for you and your customers. Featured photo credit: Andi_Graf via pixabay.com
