How to improve in-store customer experience?
In-Store Customer Experience
What features would stick out if you could describe your best shopping experience? Is it transparent, face-to-face customer service that helps solve your problems quickly? A seamless self-checkout experience? Alternative ways to shop, such as curbside pick up? Regardless of which details matter most to you during your in-store shopping journey, one thing is sure: no one wants a slow, challenging shopping experience, and failing to provide a positive in-store environment will turn customers away incredibly fast.
The in-store customer experience is an essential element contributing to the success or failure of a retail business. Without a positive in-store experience, customers are unlikely to return to your store or direct their acquaintances in your direction. While customer satisfaction is crucial to provide the best retail experiences for consumers, many organizations struggle to craft a strategy to optimize the customer experience.
However, there are ways retail businesses can begin improving the in-store experience for customers to foster a positive relationship between you and your loyal customers. One way to transform the in-store customer journey is through an advanced Customer Data Platform (CDP). Customer data platforms are software tools that help retailers create a singular, accessible customer database. CDP solutions equip retail businesses with vital customer insights to encourage growth and strengthen the in-store experience.
CDP services offer essential contributions to retail businesses to ensure customers receive an innovative in-store experience that keeps them returning for more. Because many consumers turn to online retail for much of their shopping, retailers often make the mistake of putting less effort into their physical store experience and more into the online experience. While online service is crucial, in-store experiences can make or break whether a customer returns to your brand.
Doubtful about how important the customer experience is? Consider some of the following stats that display the tremendous influence customer experience has on a retail business’s success.
- 73 percent of businesses with an above-average customer experience outperform their competitors financially
- 96 percent of customers consider customer service and experience a contributing factor when deciding whether to stay loyal to a specific brand
- Brands with an above-average customer experience bring in up to 5.7 times more than their competitors that fall short in customer experience.
- 69 percent of U.S. consumers stated that they shop more with brands that provide consistent, positive customer experiences
- Customer-centric organizations are an estimated 60 percent more profitable than organizations that are not customer-centric
In-Store Technology Retail
Boosting the customer shopping experience depends just as much on face-to-face, human interaction as it does advanced technological solutions that make the customer’s shopping journey seamless. Regarding in-store technology, retail businesses benefit massively from advanced solutions that put customers at ease and ensure an enjoyable experience.
Simply put, high-quality in-store technology leads to better customer experiences, which allows for improved customer satisfaction in retail stores. By implementing innovative technologies, retail businesses can offer a frictionless shopping experience while meeting the customer’s desire for the convenience, speed, and efficiency they would receive online. You can boost your revenue, earn more, and see your KPIs skyrocket by improving customer satisfaction--mainly when using accurate CDP technology.
But what are some helpful in-store experience examples that fully demonstrate the importance of a positive and stress-free shopping journey? One increasingly common solution in retail stores is self-checkout kiosks, vital for offering customers multiple ways to checkout to suit their preferences and needs. Retail businesses should prioritize solutions that give customers control over their shopping experiences. The importance of self-checkout options is becoming more evident, as 60 percent of shoppers in 2021 stated that they preferred self-checkout over cashier-assisted checkout when given the option.
Additionally, retail leaders will benefit from considering different shopping experience examples to emphasize the importance of a positive customer experience and interaction with your brand. A positive shopping experience will make a customer more likely to return to your store, and you can foster these experiences through a few minor adjustments to your current strategy. Along with self-checkout technology, some retailers have employees carry tablets with them so that the sales associate can find the answer and implement a solution efficiently when a customer has a question. The more technology evolves, the more critical it becomes for retail businesses to embrace the possibilities of digitization in the in-store experience.
How to Improve Customer Experience in Retail Stores
Determining how to improve customer experience in retail stores is challenging for any retail business struggling with customer retention and satisfaction. The core of any positive customer experience is a healthy, seamless customer journey from start to finish, from when customers enter the store until they leave with their purchases.
With frequent technological advancements in retail, many retailers struggle to devise innovative retail solutions to address their store’s current issues. Improving the customer experience typically involves various strategies to provide customers with helpful product information and ensure they find everything they want in-store. By simply implementing strategies to boost the quality of your customer service, you can satisfy consumers and encourage them to return to your products.
Innovative solutions like a customer data platform help collect, store, and analyze customer data from various sources. The best retail experience examples typically include vital metrics that indicate customer satisfaction and provide guidance for tailoring the in-store experience to customers. CDPs can help improve your in-store customer experience through some of the following metrics:
- Customer shopping experience feedback
- Inferred gender
- Total amount spent
- The average order value for repeat purchases
- The average time between orders for repeat customers
- Sales channel preferences
- Churn risk
- Predicted customer lifetime spend
- Predicted orders
- Next best product recommendations
As you devise a strategy to understand how to improve in-store shopping experience metrics, consider some areas essential to a positive customer experience that your retail business may need to improve. Determining what makes a pleasant shopping experience is simplest when reflecting on your best experiences. For example, a pleasant shopping experience should be memorable and enjoyable and include the following:
- High-functioning technology.
- Prompt customer service.
- Efficient checkout processes.
- Feedback-informed changes to meet customer expectations continuously.
In-Store Customer Experience Examples
An inviting atmosphere is among the most critical elements in all positive in-store customer experience examples. Your retail business should welcome customers with a comprehensive and appealing layout and a design that makes moving around the store simple while guiding customers toward the products they seek.
However, while a cohesive layout and efficient shopping journey are integral to customer satisfaction, the most positive in-store experiences occur when the design combines efficient and compassionate customer service. Practical examples of good customer service in retail put the consumer’s experience first. For instance, real-life examples of customer service that make a difference to an organization’s reputation are Apple’s Genius Bar, an in-store support area where customers can receive prompt technical help and advice from an Apple expert. Apple cements itself as one of the best customer service experience examples because it goes beyond traditional customer service to include customers in other opportunities, such as workshops and seminars.
If you think back to a positive in-store experience, part of what influenced your positive feelings toward this experience is likely the customer service you were offered. Customer service experience examples show that consumers value helpful service above many other in-store experiences; in fact, 90 percent of Americans use customer service as a key deciding factor in whether to do business with a company, and 33 percent of consumers consider switching companies after a single incident of poor customer service.
Suppose you’re searching for ways to improve the in-store customer experience but coming short. In that case, it’s crucial to implement an effective customer data platform like Lexer to bring technological advancement to your business. Additionally, you can consider some of the following strategies to start seeing your customer satisfaction rate increase:
- Offer incentives like loyalty programs, discounts, and promotions to keep customers returning
- Have various payment options
- Implement up-to-date technology solutions to make the customer experience more manageable, such as self-checkout kiosks
Future Retail Trends
CDPs can help retail businesses understand future retail trends and prepare to stay on top of the latest innovations in retail to keep customers satisfied. A customer data platform like Lexer is crucial for retailers to access critical metrics that detail in-store experience retail trends and provide a comprehensive outlook into a company’s future success.
The most innovative retail stores use CDP solutions like Lexer to predict customer behavior now and in the future. Businesses that take a customer-first and future-focused approach to retail place themselves in the best position to anticipate what customers will do next, making it possible to monitor retailing trends and developments as they occur. With CDP solutions, you can ensure that your in-store customer experience never falls short compared to your competitors and that you regularly outperform the competition regarding your in-store customer satisfaction.
Lexer’s CDP provides retail businesses with essential, intelligent metrics that describe shopping experience outcomes and direct retail leaders down the right path to future success. As a leading provider of customer data platforms for retail businesses, Lexer knows how to maximize the in-store customer experience to help you prosper now and in the future.
The experts at Lexer understand that customer experience drives sales and that enhancing customer experience requires businesses to revise their current data collection strategies. By employing the power of CDPs and AI solutions, you can drive growth for your retail store and offer a new and improved customer experience that will help improve your loyalty and satisfaction rates. Crafting unique, personalized customer experiences is possible through the actionable insights collected with an advanced CDP like Lexer.