Traditionally, shopping as an activity was highly transactional, but today it is an exciting journey. Earlier, shopping seemed to be simple and straightforward. But today, it has gotten complex because every step in the journey involves multiple touchpoints available for retailers and customers to interact. However, from an optimist’s point of view, there is an opportunity for retailers to capitalize on this complexity.
Being at the epicenter of the retail business, every retail owner is trying to woo the customers in order to grab their maximum span of attention and maximum share of wallet. Customer experience has therefore become the ultimate battleground for retailers to compete. To be better than the other, retailers are trying all sort of tactics to be able to deliver the best customer experience to win and sustain them. And while many retail companies are in this rat race to strike big with their customers, only a handful are getting it right.
The reason for such a circumstance is obvious and yet highly overlooked. Simply put, the main cause for retailers failing to get their customers to stick is that they haven’t taken efforts to get the basics right. Fundamentally, it is the relationship that the retail brand shares with its customers. The stronger the foundation, the longer the relationship will last. Customers prefer to do business with brands that they can relate with and retailers therefore, need to build long-lasting relationships with their customers.
Being constantly connected with their customer is one way a retail business can help in fortifying the relationship. Staying connected effectively means that the brand needs to be available and ready to fulfil the customers’ needs be it for a product or for information, whenever and wherever the customer wants it. By seamlessly integrating together the various touchpoints a consumer might use to engage, retail owners can leverage and optimize the data from these engagements to plan and design a strategy that is most likely to resonate with that particular shopper.
Another surefire technique to strike the right chord with customers is personalization. Basically, it is the ability of a retail company to know their customer by name and also be able to approach them with a personalized set of communication. This will allow the brand to strengthen their customer relationship by demonstrating that they “know” the shopper’s preferences well. Personalization can ensure cementing the consumer’s loyalty in the retail business thus sustaining their confidence in the brand, making it a preferred choice.
Being connected to the customer will enable retail brands to understand their customer and deliver personalized offerings. This combination allows retailers to not only extend exceptional customer experience, but also it is a must to forge and fortify brand-customer relationships to ensure that their customers continue to stick to the brand.