Thanks to the Internet, small retailers now have a greater potential to excel in the market. By engaging customers and providing an amazing customer experience, small retailers can go head to head with industry leaders.
Here are key takeaways small retailers must learn from successful brands.
Employee engagement
Regardless of how digital has shifted business and transformed shopping as we know it, the best kind of service is still the one that comes from real people – the individuals who embody the brand and live by the values and culture of the company. In business, a high level of employee engagement often leads to increased customer satisfaction levels. However, a disengaged workforce has the opposite effect.
If small retailers want to be able to provide the best service, they must first take a closer look at their workforce and reevaluate their company values to see whether the two have a good fit. Employees must embrace company values and have the dedication needed to become brand ambassadors.
Self-service options
Technologically-savvy customers are more likely to take charge of their retail shopping experience and demand to have self-service options which would allow them to do so. The empowered customer therefore needs to be presented with choices upon checkout, meaning going over the process themselves and avoiding a queue.
Successful retail brands have embraced technology and have provided self-checkout options where customers can take charge of their shopping experience and feel more empowered in the process. It is the small retailer’s responsibility to embrace the same technique and employ similar strategies.
Real time service
The Internet has made it possible for people to get the information they need with a simple touch of the fingertips. What this means for business is that companies need to have the capability to provide service/s in real time. Immediacy is valued now more than ever and customers are constantly on the lookout for shopping options that are time-saving, convenient, and hassle-free.
Social media is the perfect gateway towards real-time service success. Small retailers can create social media accounts and cater to customer concerns and enquiries fast and easy – all while projecting a humanised brand image that appeal to customers and make the brand more recognisable. Social media may also be used to give updates on new product releases, service promos, and even contests.
A personalised customer experience
The modern consumer is looking not just for the best prices, but also for authenticity and transparency. They subscribe to companies that offer a more personalised experience and those that offer a behind-the-scenes look into what goes on in the back end of the business.
For far too long, retail giants were perceived to be nothing more than a physical store or a faceless supplier. Now, there are ways to change this and transform both big and small retailers into humanised brands customers will be more interested in building long-term business relationships with.
Making the best of both worlds
The definition of “great service” today means having both an offline and online platform where customers receive a consistent level of service. To provide exceptional brand experience, retailers must have great service in-store and a responsive mobile-friendly website online. Bringing these two elements together will allow companies to make the best of both worlds and merge online and offline to achieve better ROI.
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Image Courtesy of westfieldmoreretail.com
