Savvy retailers, both large chains and smaller independents, will know that you can’t just rely on sales spikes (like Christmas or Black Friday) and discounting offers to keep a business profitable. Customer loyalty is an important part of the retailer’s armoury, which means not only providing the right products at the right price, but giving that extra customer service that makes them come back.
Customer experience is a hot topic at the moment, as retailers introduce cookery demonstrations or design workshops, even sports events screenings, to entice customers in. Furthermore, ensuring that their actual shopping experience is up to par is all part of enhancing their relationship with your brand. Here are a few straightforward ways that you can improve your customer experience;
1. Save time at the till
The latest retail epos systems make it easy for staff to manage promotions, so that you can process transactions quickly and smoothly at the till – and enhance your customer’s experience with no waiting in long queues. With your multi-buy offers, or extra discounts set up on the system, a quick touch on the display is all it takes to calculate the price and process the transaction – and it’s fast and seamless for the customer.
It’s a fact that no matter how many extra staff you have – or how good your team – there will always be times when there are a rush of customers. Investing in a mobile or tablet retail pos gives extra flexibility – from looking up stock when serving on the shop floor, to processing sales to reduce queues at the till. In addition, offering contactless enables faster, easier and secure payment, which means shorter queues and more choice for customers wishing to pay by card, phone or even their smartwatch with Apple Pay.
2. Offer multi-channel shopping
The case for multi-channel shopping is compelling. A study by McKinsey and the Harvard Business Review , reported that a retailer’s omnichannel customers are more valuable on multiple counts, spending an average of 4% more on every shopping occasion in the store and 10% more online than single-channel customers.
Even more compelling, conducting prior online research on the retailer’s own site or sites of other retailers led to 13% greater in-store spending among omnichannel shoppers.
There’s no doubt that multichannel selling can help you increase your bottom line. Connected retail epos systems ensure that your customers can switch between channels effortlessly. From searching online for a particular item, selecting colour and size and then choosing whether to buy online, instore or collect in store.
With connected stock control software you can fulfil orders direct to the customer from your warehouse, or despatch to a store from another outlet. You can view your stock inventory across your estate, ensuring that your customer is never disappointed.
3. Embrace the Mobile App
Convenience is key for consumers. Customers don’t think about in store, or online, but simply how can I get what I want, when I want, and in the most convenient way possible for them.
Providing a true omni channel customer experience means you never miss a potential sale, online or in store. Eurostop’s MyShoppr® gives your customers the right information at their fingertips.
From self stock checks instantly on the shop floor, researching products, to opting for delivery later at home, MyShoppr™ acts as your customers’ personal in store assistant and makes it easier for your customers to make a buying decision.
Following these three steps will help boost your sales – online and instore – and keep your customers coming back. Now is the time to review whether your retail pos systems are up to the challenge to give you and your customers what they want.
Extract from ‘A Study of 46,000 Shoppers Shows That Omnichannel Retailing Works’, from McKinsey and the Harvard Business Review