The advent of modern technology has added a new dimension to the way retail businesses operate. There has been a significant shift from product or operation based retailing to a more customer centric one. Focus on customer experience has become the new norm and the prime necessity for every retail business for sustenance and growth. This is a new challenge for retailers – to constantly meet expectations and thus sustain the customer experience ‘shelf life’.
Customers today, have the power of choice – a widespread range of products and alternatives, an unending list of retailers and multiple channels to shop from – they can choose from and use several permutations and combinations, thus forcing the imperative need for retailers to constantly deliver the best customer experience throughout the retail customer journey.
Every product has a shelf life, some last long and some don’t. So also, the customer experience has a shelf life; but unlike products, retailers can work towards extending its length and retaining it. To do this, retailers need to quickly adapt to latest industry trends. They must enhance their business models by allowing infusion of emerging technologies in their operations. Below are a few tips on how this could be done:
– having omni-channel capabilities for ensuring overall presence
– using mobile POS counters for quick customer service
– acquiring and using customer feedback to enhance the shopping experience
– employing effective CRM solutions to foster brand loyalty
– planning and executing customer centric marketing and promotions campaigns
– using the right tools for merchandise and inventory management
– engaging with the customers using social media and other channels
– capturing, analyzing and integrating real-time business data to
In this dynamic, technology influenced and highly competitive retail environment, it is essential for retail businesses to stand out and surpass the competition in delivering and sustaining customer experience thereby, working towards longer customer experience shelf lives. This will enable retailers to not only retain existing customers, but also acquire more by virtue of goodwill fostered amongst the current ones.
