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Mastering Customers Moments in Retail Realm

The core of every business are customers! They play a vital role in retail industry taking many forms evolving each day.

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Mastering Customers Moments in Retail Realm

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  2. • As customers, we are evolving each day. Our behaviour and expectations change rapidly influencing 24/7. • The retailers are trying their fullest to the customer's expect ations that are beyond the traditional shopping experience. • Rather than the products, to prefer the experience offered by a retail store. • One of the most important parts of the customer experience at a retail store is the point of sale (POS), or point of purchase (POP) when transactions are completed. It stands as a crucial and decisive moment, for several reasons. due to more choices Customer Experience customers have started 03

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  4. • Customers can abandon the carts both online and offline when there's a bad experience, confusion about a product or if there's a long queue for billing. • Even if there's no sales assistant to interact with a customer, the POS guarantees an interaction forming the foundation of the brand reputation. It’s a failure if the customers are not impressed by it. • Last impressions are as important as the first impressions to mark the store as memorable. • The questions and concerns should be addressed with honest answers making the customers comfortable and distinguish ourselves from the competitors. Customer Experience 05

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  6. Choose the right software and devices From hundreds of choices in POS system, we must evaluate our needs and priorities far in advance of our decision and do exhaustive research to land with the platform that’s most appropriate for the business considering both hardware and software options. Train the staff on the importance of interaction Aside from the POS system, the biggest variable here is how the staff handles customer interactions. They have the power to make the experience positive or negative with their attributes such as tone of voice, helpfulness, speed, and abilities. They must be properly trained on store policies regarding transactions and understand the significance of POS moment for customer retention. Strategies for Mastering in POS 07

  7. Prioritize speed Speed should be an important attribute in POS; faster transaction times mean we can process more customers per minute, and all those customers will have a more favourable impression of the brand. Saving time by choosing a reliably fast POS system and optimizing the checkout process creates a better shopping experience for the customers. Accept many payments Customers these days may prefer one of several payment types, including cash, credit cards, and digital services like PayPal. The more payment options you offer, the more people you’ll be able to please. Strategies for Mastering in POS 08

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  9. Offer receipt options Customers may have different preferences when it comes to receiving receipts; some prefer a paper receipt, some prefers for a digital receipt whereas others don’t care at all. We should be able to offer any of these options. Be transparent and answer questions The cashiers must be trained to ask incoming customers if they have any questions about their purchases, or if there’s anything they missed in the store. It’s an opportunity to secure another sale (if they missed something) and ensure that the customer is satisfied with their experience so far. We must provide information as transparently as possible, establishing trust with the customer. Strategies for Mastering in POS 10

  10. End with a positive note Whatever it takes, end the transaction (and therefore the entire customer experience) with a positive note. That may mean including a small surprise with every order, such as a discount for a subsequent visit, gift for the purchased products or just offering a polite smile and a bid to have a good day. Strategies for Mastering in POS All these strategies can not only be fulfilled by a salesperson, but also by innovative technologies such as augmented reality. The chatbots can converse with the customers and address their queries on a product or acquire feedback on their experience, etc. The Magic mirrors save the wait time of customer as well as provides impeccable experience. 11

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  12. • It’s long been accepted that the ambient in-store atmosphere has a significant effect on customers. All the below are all elements to create that experiential selling space: • Music choices/soundscape • Scents • Tastes, through sampling activity and evoked memories/expectations through imagery • Lighting • Colour schemes • Store design • Aisle spacing • Product placement, both category placement & on-shelf level visibility Experiential Selling 13

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  15. • Location and convenience • Advertising content, frequency, design, and placement • Messaging & advertising media relevance/personalization to customers • The prevalence & type of brand marketing, promotions, sales, deals etc. • Interactive media elements (digital screens, augmented reality technology etc.) • Seasonal product visibility & promotional strategies • Signage/navigational information for customers (or a deliberate lack thereof!) Experiential Selling 16

  16. Who aces the game of Customer Experience? • Amazon They are the brand-new players in the retail space. Amazon is experimenting with unique customer experiences in the convenience niche; with a checkout-free concept store in Seattle. “Amazon Go” stocks ready- to-eat meals, snacks and other essentials. Customers use an app to enter the store, then a combination of technologies detects which products the customer chooses while in-store. When the customer leaves, Amazon’s “Just Walk Out Technology” calculates the bill and automatically bills the customer’s account. Asda Build a Bear Workshop more subtly • Asda leads the way when it comes to customer’s experiences. They were the very first UK retailer to roll out a live radio service for their shoppers in 1992, and they’ve built on that market-leading position over the last 25 years, enabling uniquely localized audio messaging across their stores, so that customers feel completely at home in their “own” Asda store. • A example is the rise of Build a Bear Workshop, a business since its founding just 20 years ago, has stunningly successful; selling over 125 million stuffed animals from more than 400 stores worldwide. The source of their success was not based in pricing, or even the quality of their products – it was the unique “retail-experience” customers which their growth. compelling audio which, been advertising, or offered led to to 17

  17. • The core of every business is customers. The loss of a single customer is extremely costly, both in dollars and in negative feedback. • The customer experience is the only way to hold onto customers and succeed in the people business. • This customer experience can be enhanced by implementing advanced innovative yet useful technologies of Artificial Intelligence, Blockchain, etc. Conclusion 18

  18. To assist you with our To assist you with our services services, , p please lease reach reach us at us at hello@mitosistech.com hello@mitosistech.com www.mitosistech.com www.mitosistech.com IND: IND: +91 +91- -78240 78240 35173 US: +1 US: +1- -(415) 251 (415) 251- -2064 35173 2064

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