Company News • 04.02.2020

Five customer experience considerations for retailers

From forethought to a proper execution

Anyone can sell a product, and customers have plenty of choices when making a purchase. So how does a retailer stand out from the crowd to keep customers coming back? It all comes down to the kind of customer experience you deliver.

It’s no longer enough to just sell. Retailers need to understand and anticipate what customers want, and deliver products and services in the way that customers prefer. If you can’t deliver this as a retailer, customers will seek satisfaction elsewhere. Here are five ways to prevent such an outcome:

Embrace the omnichannel

Shoppers don’t just make purchases online or in-store. Thanks to the access consumers have to various devices and technologies, they can switch between websites, mobile apps, physical stores, kiosks and social media to research their purchases and complete transactions. Shoppers often do research online and then walk into stores to make a purchase. Retailers that can deliver a seamless omnichannel experience get a leg up on the competition. This requires an investment in the tools and services so that customers can interact with you when and how they choose.

Supplier
Logo: APG Cash Drawer

APG Cash Drawer

4 The Drove
BN9 0LA Newhaven
UK
A control wheel with five steps and blue lights on a black device...
Source: PantherMedia/Olivier Le Moal

Remember the fundamentals

Embracing technology doesn’t mean turning your back on the basics. Customers expect to find items easily on shelves and quick, hassle-free checkouts when they visit a store. They’re looking for short checkout lines, convenient parking and help from associates when needed. And don’t forget the phone. While younger generations are more comfortable communicating digitally, a lot of customers still expect to talk to a live human when they call a business.

Leverage Amazon

Amazon isn’t the enemy. Sure, you can treat the online retail giant as an adversary, but that is more likely to hurt you than Amazon. Instead, why not partner with the company to serve your customers? When you turn your “open” sign at the end of the day, what if the flip side says “open on Amazon” instead of “closed?” By partnering with Amazon, retailers can use the company’s logistics division as a distributor. This enables small retailers to look bigger and reach a much wider customer base.

Provide payment choices

Different people like to pay for their purchases in different ways. Despite the proliferation of digital wallets – 167 and counting – shoppers want freedom of choice for payments. That means offering them the option of paying with plastic, digital payments or, of course, cash.   of transactions overall are completed with cash, and even Amazon has started accepting cash. When it comes to payment, it comes down to making it easy to complete transactions, and giving customer choices does just that.

Help employees succeed

Despite all the technology available to retailers to enhance the customer experience, human interaction still matters – a lot. Forty-nine percent of shoppers are extremely likely to make a purchase when helped by a knowledgeable associate, according to a 2017 consumer survey. Employees need good tools and proper training in order to help customers when they need it. Scheduling is also important – not having enough associates during shifts can slow down checkouts and make it harder to help customers when they have questions, preventing them from coming back.

An excellent customer experience requires a lot of forethought and proper execution. But it’s not impossible, so long as you keep the customer at the center of everything you do.

related articles:

popular articles:

Thumbnail-Photo: Key enabler for store transformation programme...
31.03.2022   #Tech in Retail #cash management

Key enabler for store transformation programme

Leading Northern Ireland convenience retailer The Henderson Group selects GLORY CASHINFINITY™ solutions

Glory, a global leader in retail cash automation solutions today announced that major Northern Ireland retailer The Henderson Group, has signed a significant new order with the company for both point of sale (POS) and back-office cash recycling ...

Thumbnail-Photo: AI Counter tech: future of unmanned retail stores and ability to scan...
08.01.2022   #Tech in Retail #data analysis

AI Counter tech: future of unmanned retail stores and ability to scan objects

INFINIQ reveals next-generation retail tech at CES 2022

INFINIQ, an artificial intelligence (AI) and autonomous driving data service company, unveiled its autonomous driving and retail innovation technology at CES 2022 from Jan. 5-7, 2022 in Las Vegas.INFINIQ presents a self-checkout solution and CES ...

Thumbnail-Photo: Omnichannel strategies in the opticians industry: Lukas Hahne from pro...
01.04.2022   #online trading #e-commerce

Omnichannel strategies in the opticians' industry: Lukas Hahne from pro optik

AI, AR and online tools in the eyewear trade: statements from eyes + more, Fielmann, Mister Spex, pro optik and Rottler

Offline or online? Contrasting these two concepts as opposites is outdated; the physical and digital worlds mix and complement each other – especially in retail. We took a look at the optical industry as an example of this.In a series of ...

Thumbnail-Photo: Sainsbury’s introduces contactless, checkout-free shopping with...
28.12.2021   #brick and mortar retail #coronavirus

Sainsbury’s introduces contactless, checkout-free shopping with SmartShop Pick & Go

New initiative available at Holborn Circus using Amazon’s Just Walk Out technology

Sainsbury’s is launching a new in-store digital innovation with a contactless, checkout-free way to shop. Building on the success of SmartShop, which grew 173% last year, SmartShop Pick & Go is using Amazon’s Just Walk Out ...

Thumbnail-Photo: Picking orders easier than ever with ring scanners...
26.04.2022   #Tech in Retail #omnichannel

Picking orders easier than ever with ring scanners

Walmart Canada invests in wearable tech: over 1,500 ring scanners arrive in-store

Fingers are flashing as more than 1,500 Ring Scanners arrive to help Walmart Canada associates pick online grocery orders faster and more easily. This investment will benefit more than 130 stores and is one of the first pieces of wearable technology ...

Thumbnail-Photo: Top 5 robot trends 2022
24.02.2022   #Tech in Retail #artificial intelligence

Top 5 robot trends 2022

IFR reports on increase of adoption, easier operation and automation

The operational stock of industrial robots hit a new record of about 3 million units worldwide – increasing by 13% on average each year (2015-2020). The International Federation of Robotics analyzes the top 5 trends shaping robotics and ...

Thumbnail-Photo: Smart Retail Tech Expo 2022
09.03.2022   #retail #event

Smart Retail Tech Expo 2022

The UK’s leading show bringing digital innovation to the retail sector

Smart Retail Tech Expo 2022 brought together an unrivalled collection of exhibitors, speakers, judges, partners and visitors eager to get inspired from and share to the very best in the retail sphere. The 2nd and 3rd of March 2022 saw an ...

Thumbnail-Photo: SAM4S introduces you the brand new products in 2022...
05.01.2022   #cashpoints #Tech in Retail

SAM4S introduces you the brand new products in 2022

Introducing game changing CPU, ELKHART Lake J6412 and providing versatile KIOSKs lineup for your successful biz

SAM4S are going to launch New CPU based on mainboard 7th generation Elkhart Lake J6412 for PC POS lineup. It shows 2.5 times higher in benchmark score comparing to 4th generation Baytrail J1900 CPU. We will apply this powerful CPU to our current ...

Thumbnail-Photo: Aldi opens checkout-free concept store for public testing...
25.01.2022   #mobile payment #Tech in Retail

Aldi opens checkout-free concept store for public testing

Aldi, the UK’s fifth largest supermarket, has opened its first checkout-free store in London

The Aldi Shop&Go concept store in Greenwich opened last week for public testing, having been tested by Aldi colleagues in recent months.The new trial store, which is situated on Greenwich High Street, allows customers to complete their shop ...

Thumbnail-Photo: Payment market and retail: The trends for 2022...
07.01.2022   #mobile payment #sustainability

Payment market and retail: The trends for 2022

Secure, personalized, convenient – How will e-payment develop in the near future?

Over the past two years, consumer shopping habits have changed significantly – especially in Germany and Europe – and with them the structural orientation of retailers and companies. Convenient online shopping and digital payment methods ...

Supplier

Citizen Systems Europe GmbH
Citizen Systems Europe GmbH
Otto-Hirsch-Brücken 17
70329 Stuttgart
GLORY Global Solutions (Germany) GmbH
GLORY Global Solutions (Germany) GmbH
Thomas-Edison-Platz 1
63263 Neu-Isenburg
shopreme gmbh
Brückenkopfgasse 1
8020 Graz
Shin Heung Precision Co., Ltd. SAM4S
Flat C-911, Woorim Lion's Valley 168, Gasan Digital 1-Ro, Geumcheon-gu
08507 Seoul
SALTO Systems GmbH
SALTO Systems GmbH
Schwelmer Str. 245
42389 Wuppertal
EuroShop
EuroShop
Stockumer Kirchstraße 61
40474 Düsseldorf
Reflexis Systems GmbH
Reflexis Systems GmbH
Kokkolastr. 5-7
40882 Ratingen
iXtenso - retail trends
iXtenso - retail trends
Celsiusstraße 43
53125 Bonn