RETAIL purchase experiences and journeys have become more complex post-pandemic. Shoppers expect more than just a great product. They want an enjoyable and more streamlined shopping experience.
What can you expect in 2023? Check out these trends!
1. A better Omnichannel retail customer experience – Retail store owners have always focused on their physical stores for good reason. But for 2023, brands have to acknowledge that digital stores will be preferred. With this in mind, retailers should invest in good omnichannel customer experiences to engage with shoppers wherever they find their business.
Omnichannels boost sales and can, in fact, increase orders five times more. Omnichannel shoppers spend 10 percent more online than their in-store counterparts. Half of all shoppers also look at products online before buying them in the store.
2. Hyperpersonalization – This is more than just sending customers emails or having their names on the subject line. Shoppers expect bespoke experiences that speak to them via product suggestions, cross-sells, and sizing.
Seventy-two percent of shoppers reply to retail marketing messages if they are personalized. In this light, retailers must invest in software or customer care protocols that collect and analyze data for personalization.
3. Empowered Employees – Motivated and empowered employees are assets when it comes to customer experiences. When they feel appreciated and valued, they will go above and beyond customer expectation. As a business, you know how challenging it is to find and retain good retail personnel. Address this by investing in employee experiences as well. Hire and compensate well. Partner with a passionate and engaging customer care center. Invest in consistent training and team-building. Don’t give your employees two hours of training and expect them to handle customer issues with ease! Train them for both product knowledge and soft skills (communication and conflict resolution). These are the secret sauces for empowering your team to serve customers better.
4. Have something unique to offer – In-store retail stores are 14 percent higher despite the online purchasing trend. This means that customers will still want to connect with your product or service in person. This also means that they expect something different in-store – samples, consultations, product demos, fittings, exclusive in-store deals, and partnerships with influencers and non-competing brands.
5. Sustainability and Social Awareness – Maybe your business already recycles boxes and soda cans and has made good campaigns for COVID-19, this is great! But shoppers expect sustainability initiatives.
They want to know that they support businesses that minimize environmental impact and help advocacies that matter to them. So whether you opt for sustainable materials or support a local charity, your customer experience must reflect all your initiatives in every facet of your business. It can be a hassle to go “green”, but imagine what this can do for your brand. You save money in the long run since it will improve supply chain longevity. Young shoppers, who are now more environmentally informed, expect it (they now pay more for eco-friendly goods, so clearly there IS a demand from shoppers). And overall, it puts your brand in a positive light.
Enhance your customer experience NEARSOL.
Talk to us.
NEARSOL is a US-based BPO and service company that offers clients custom-design solutions. With major hubs in Manila and Iloilo, it began operations in 2006 and has since gained a strong presence in the Latin American regions, the Caribbean, and the Asia Pacific, winning many awards for quality and service along the way. Most recent of which is its Great Place to Work-Certified™ Recognition, a global accreditation that tells stakeholders what employees think of the company culture.
Visit our LinkedIn to learn more about our company and our global footprint./PN
