There’s no doubt that the digital space has become an important area of focus for many retailers and the last year has certainly proved it.
However, that doesn’t necessarily mean the end of traditional retail.
To help retailers navigate the future landscape of the retail world, we share five key focuses that should be on everyone’s priority list.
Digital is Essential
In today’s era of rapid digital transformation, having an online presence is important to the growth and competitiveness of retailers.
We’re not just talking about having an e-commerce store. We’re talking about finding creative ways to use the digital space to communicate with consumers.
According to a 2020 report on social media use in Canada, 69% of marketers use social media to increase brand awareness and 52% use it to increase web traffic. Using social media as a part of your retail strategy can help you engage with consumers in meaningful ways, deliver rich content to followers, and drive sales.
Ensuring your digital presence meets the high standards of consumers is also important. A mobile responsive website and a variety of options such as in-store pickup and return allow consumers to have a seamless shopping experience.
Lastly, implementing various tools to ensure accurate inventory, shipping and delivery, and tracking ensure that products are delivered into the hands of consumers quickly and accurately.
Sound Customer Service is a Unique Experience for Each Consumer
Consumers that shop in-store receive a personalized customer service experience that is tailored to their needs. They expect their online customer service experience to be the same.
While implementing features such as chatbots, live chats, and responsive messaging are important, it’s not enough.
Investing in digital capabilities such as predictive analytics, social interactions, and AI-powered search can help you create an immersive and unique experience based on the individual preferences and needs of each consumer. This ensures the customer experience online and in-store meets the needs and expectations of customers.
Don’t Sleep on Your Physical Stores
Although e-commerce is becoming an increasingly popular method of shopping, you can’t ignore the power of your brick-and-mortar shops.
According to a report from Forbes, 86% of consumers still prefer interacting with humans rather than chatbots.
The in-store experience is a crucial touchpoint in the customer journey because human interaction remains the easiest and most effective way to make a lasting impression about a retailer’s quality of service and products.
Invest in Your Customer Service Team
Your sales team is the foundation of your store image. Their performance determines the impression customers have of your store and whether they want to continue shopping there.
When talking about your customer service team, online is the key to success, especially right now when eCommerce is the top shopping channel for many customers.
Ongoing training for your customer service team will ensure they have the skills needed to communicate effectively with customers and deliver an immersive storytelling experience.
Having brand ambassador programs are also great way for your employees to share your brand’s voice, give accurate information, and improve on the overall customer service experience.
Prepare for the Return of In-Person Shopping
The easing of restrictions will bring an influx of people back to in-store shopping.
You must be prepared to implement safety measures and strategies that make customers feel comfortable shopping such as contactless payment methods.
You must also be prepared for internal growth and development when it comes to recruiting the right talent.
All this information may seem overwhelming, but Storesupport can help simplify the process.
Our team is trained to support you where you need us the most. Whether you need staffing help, merchandising solutions, brand management, delivery and curbside pickup execution, or something else, we ensure that your products reach the hands of your customers.
Learn more about what Storesupport can do for you by calling 1-877-421-5081 or visiting www.storesupport.ca.« Back to Blog