It is no secret that many brick-and-mortar stores have issues competing with the rising threat from e-commerce sites. How can brick-and-mortar stores truly differentiate themselves in 2018? We will take a closer look at a trend.
Prioritize the customer experience
As a brick-and-mortar store, it can be challenging to keep up with the growing threat from e-commerce sites. With more and more people owning a smartphone, the shift towards mobile and online purchasing will only increase. International retail chains such as H&M, American Apparel, and Abercrombie & Fitch have all closed brick-and-mortar stores in 2017.
One of the keys to success as a brick-and-mortar store is building a great customer experience. This is on the agenda of e-commerce stores as well, as they are opening brick and mortar stores to meet the need for customer experience. For the year of 2018 we, therefore, envision a prioritization of building a customer experience to differentiate brick-and-mortar stores from shopping online. Here we give you three ways in which brick-and-mortar stores can offer great customer service.
#1. Digital Sales Assistant – get notifications and serve your customers right away
A way for brick-and-mortar stores to improve customer experience in the store is by offering an extra service. Imagine a customer trying on a piece of clothing in the fitting room. As a Sales Assistant, you want to be helpful, but not be too intrusive when offering your assistance at the fitting rooms. Exactly this dilemma can be avoided with new technology.
Watch a video of the Digital Sales Assistant in a retail store.
NaviPartner’s Digital Sales Assistant gives the customers the opportunity to request for assistance through a tablet installed in the fitting room. A notification is sent to the Sales Assistant’s mobile device, who quickly lets the customer know, that help is on the way. The customers avoid getting dressed to get another size or colour. All the information the Sales Assistant need is found in the notification.
#2. Self-service – leave the check out to the customers
A great customer experience does not need to involve personal service when purchasing goods. For many customers, a fast check out with no line is perceived as great customer service, as it fits well with their life on the move. Here self-service technology can be handy.
More stores and grocery stores are beginning to offer self-service kiosks – and with great success. Walmart has currently rolled out the solution for 22 Canadian stores to stay competitive in a challenging industry. 7-Eleven in Denmark has also installed a self-service kiosk in one of their stores at Herlev Hospital. The main reason for trying out the technology is to offer their customers the opportunity to serve themselves at a speed they see fit.
#3. Request Assistance – be flexible and offer an extra service
As a storeowner, would you like to ensure, that your customers get the needed assistance fast – even though all your Sales Assistants are busy helping other customers? In this case, NaviPartner’s Request Assistance can be of help.
Watch a video of Request Assistance in a DIY store.
With tablets installed on strategically chosen locations in the store, customers are able to request assistance directly on the screen with a video connection. In this way, the customers can be connected to qualified personnel and be sure about the rightness of the product that is brought home.