By Katri Hurskainen | HappyOrNot
Your customers are the lifeblood of your retail business. Happy customers will return to your stores and keep spending more. When you improve customer satisfaction, you stand out from the competition and improve your bottom line.
Are you doing all you can to improve your in-store shopping experience?
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Why CX in retail is now more important than ever
In the age of online shopping, in-store customer experience has never been more important.
E-commerce hasn’t killed brick and mortar stores, but it has put the pressure on retailers to go above and beyond with customer service. Shoppers today have high expectations in terms of the overall in-store experience. When customers make the effort to visit your physical store, they want an outstanding and memorable experience that can only be achieved through an in-person visit.
Simply getting customers into your store isn’t enough—you need to provide a lasting positive impression that will keep them coming back.
But to give your customers what they want, you first need to find out what it is they’re looking for.
The challenge for retailers is collecting meaningful feedback in a timely manner. Customers are rarely willing to share their thoughts and opinions after leaving your store. Traditional customer satisfaction surveys that get low response rates and take months to analyze simply aren’t efficient.
So how can you get a firm handle on your customers’ shopping experiences to make improvements? How can you stay on top of customer expectations when they’re always changing?
Turn your retail customers into brand advocates.
Growing your retail business involves more than getting new shoppers through your door. You need to give your existing customers an in-store experience that will surprise, delight, and engage them, especially since these existing customers spend 67% more on average than those who are new to your business (Inc.).
This checklist outlines a repeatable process to improve your customer happiness:
- Collect real-time customer feedback at every stage of the customer journey
- Make changes to your retail stores based on factual data
- Improve your retail business and keep customers coming back
For more tips, download “The Ultimate Retailer’s Checklist: 5 Secrets to Happier Customers” and learn how to turn your retail customers into brand advocates.