Connecting with customers should be seamless whether online or in-person.
Have you ever wondered how to build loyalty when so much shopping is going digital? Shoppers’ interactions with customer service can turn them into loyal consumers or away from your store forever. A recent article from Shopify, an Ottawa, Ontario-based e-commerce company, offers tips for providing high-quality digital customer service.
Consider creating an immersive experience by using sensory elements like holiday scents and themed music to set the mood, enhancing the shopping atmosphere. Leverage social media as a promotional tool and a platform to connect with your audience through live product demonstrations or virtual store tours. Encourage your staff to build connections with customers, focusing on understanding individual needs rather than just making sales. Emphasize the story behind the product, especially if it has a sustainable or locally sourced angle.
Kate Hill, founder of Melbourne, Australia-based Kate Hill Flowers
Omnichannel Customer Service: The Key to Modern Retail
Gen Z consumers generally prefer to handle everything digitally, whereas baby boomers might want to talk to a person. Having multiple channels available is ideal.
Understanding Your Customer Base: The Foundation Of Great Service
Use a customer relationship management platform to learn about your customers’ ages and locations. Then use that data to identify the best channels for your shoppers.
The Power of Personalization: Creating Memorable Customer Interactions
Integrate personal touches like using customer names in chatbot auto-replies.
The significance of a zone plan (in visual merchandising) is often overlooked. It is usually strategized upon store opening, but along the way, the constant cycle of incorporating new arrivals sometimes skews what that original plan was and the categories become clearer. It is important to schedule flips and refreshes throughout the year to ensure that the zone plan is always organized, current and relevant.
Ani Nersessian, founder of Toronto, Canada-based visual merchandising firm VM ID
Make It Easy: Simplifying the Customer Journey
“Customers are like water: They often seek the path of least resistance,” Shopify says. If you have a chatbot, make sure it pop ups on your website or put clear directions on where users should go if they have questions or comments.
Learning from Your Customers: The Value of Feedback
Use surveys to gather feedback. Ask for suggestions and consider using them to improve your service.
Thematic merchandising is a powerful tool. Explain the relevance of your products to the season — for example, promote fluffier, warmer bedding for winter. Next, embrace social media to engage your audience. Instagram stories can showcase the behind-the-scenes action, while eye-catching infographics can make your products even more appealing. A tip here is to leverage user-generated content as much as possible. Seeing other customers enjoying your products can create a sense of trust and aspiration among potential buyers.
Nick Drewe, CEO of Melbourne, Australia-based Wethrift
Complete The Customer Journey: The Importance Of Follow-Through
After the issue has been resolved, consider sending a final message to help your customers feel connected.
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