Your consumers’ shopping experience is how they interact with your brand, store, and items. The purchasing experience in today’s retail business extends well beyond your physical store especially if you provide an e-commerce alternative. It encompasses all of the ways you come into contact with clients and interact with them.
A crucial aspect of retail is the shopping experience. Unlike the conventional shopping experience, which focused on how consumers interacted with and served your storefront and brand, today’s shopping experience focuses on how customers connect with and service your storefront and brand. It should be built around a customer-centric, Omnichannel approach that prioritizes your customers.
If you’re interested in improving the shopping experience of your customers on your online shopping site, you should take a look at the following ways:
Pay attention to each and every point of contact.
As previously said, the shopping experience encompasses all of your interactions with customers. Take note of the various consumer touchpoints beginning with the minute they walk through your doors or visit your website. Are they greeted immediately away when they get inside your physical store? As they enter, what do they see? Is your store well-organized and easy to navigate? What do customers see on the homepage of your e-commerce website? Are your items, customer reviews, customer service, and contact information simply accessible to them?
Encourage and publish customer reviews
Customer feedback is the best feedback. While your designers, marketers, and retail associates may know the ins and outs of your products, customers are the ones who buy and use them. Since customers are now the centre of the shopping experience, their feedback about that experience is also highly valuable.
Whether your retail store is in-person or online, encourage each and every customer to share their feedback in the form of a customer review. Collect the most comprehensive and positive ones and share them on your website and social media as social proof.
While we don’t recommend publishing bad reviews, consumer complaints can teach you a lot. A bad piece of feedback may teach you something useful about your product or service.
Don’t forget about after-sale care
The shopping experience also doesn’t end at the cash register. Make sure to check in with customers after they’ve shopped with you, whether through a post-purchase email series or a personal phone call. These actions demonstrate that you care about your consumer as a person rather than a transaction.
Look after your employees
Employees are the public face of your business. They are the ones that serve, educate, and please your consumers, and they have the power to make or break their shopping experience. If they’re unhappy, they’re not inclined to put your consumers’ satisfaction first. Begin by hiring exceptional individuals. Train your employees to actually care for your customers from the start by practising active listening and developing genuine relationships. Finally, provide them with the tools they need to provide the greatest service to your consumers.