More people are taking themselves away from the high street and are beginning to complete their shopping tasks online. So much so, that by the end of 2018 shoppers will spend an estimated £2.842 billion online. As more ecommerce websites continue to rise in numbers, spend is set to increase further to $4.878 billion by 2021.
You may have noticed some popular stores drop off our streets already — such as Toys R Us. With more people venturing online to do their shopping, no business is safe.
The expectations of your consumers
If shoppers are taking the effort to visit your store, they expect the same level of service that they’d find online. You need to fully optimise your service to make sure the reality lives up. If not, you could find yourself closing down stores and letting staff members go.
According to some studies, consumers will only wait 13 minutes in a store before being served. Although this may seem like a high waiting time, businesses around the world are still trying to improve this area of their operations and make great changes to ensure that no customer is ever disappointed with their service.
To make each visit worthwhile for your customer, you should be looking at making their experience more personal by offering them exactly what they want. Because of long waiting times, businesses had reported that they lost 75% of their customers. Customers that do not have an enjoyable experience with your business will not likely return.
If you do not have the right retail management software and queuing systems in place, waiting times will undoubtedly increase. 50% of people believe waiting in a queue is irritating, so if you’re not already looking to introduce such systems in place — you could face bigger problems as a business.
What your retail business can do
You should have an aim to deliver an efficient customer experience from the moment someone arrives at a store up until when they leave. Enhancing the customer experience is all about adopting new technologies that can streamline all processes across an organisation.
Do you have a viable point of sales system in place? You need to invest in a POS that has the ability to drive results and also give you greater visibility over your business inventory; it can often be hard to strike the perfect balance.
You also need to look at what makes your brand better than others. It all comes down to the in-store experience, so you should make it your mission to ensure that someone is always on hand to help with any queries someone may have about a product or service. Although customers do tend to wait a generous 13 minutes before leaving; that doesn’t mean you shouldn’t try your best to serve them as quickly as possible.
Through investing in retail focused systems that can enhance operations, you can ensure better delivery across the board. This in turn will generate continuous results when implementing new solutions or upgrading current technologies – something which often takes time to adopt.
Using a supreme queue management system will allow your business to properly deal with the flow of customers. From this, you’ll be able to create upsell opportunities and offer a more tailored experience to your customers if integrated across different areas of the business.
From this, you’ll be able to properly monitor your inventory. In effect, it removes the need to go back and forth manually to check the availability of products. As well as this, you’ll be alerted when it’s time to restock your inventory, which can remove the need of constant monitoring; allowing you to always be prepared for popular store times.
Better retail operations can be achieved through customer identification; knowing why they’re visiting your store and what they want from you. With this, a ripple effect is created and the flow of traffic across the store is improved.