If you aren’t already in the loop with mobile shoppers then now is the time to get yourself up to date, pronto. More consumers than ever are using their smart phones to aid their retail experience, both at home and in store. This number is set to rise too. So if you want to keep your business on top, you’d better read up on the current trends of consumer behaviour and embrace the technology rather than burying your head in the sand.
These days it’s all about getting the best deal. So much so that customers are bringing their phones on shopping trips, just so they can walk around comparing prices before queuing up at the till. But here’s the clincher – not only are they scoping out what your competitors are offering, they are also checking your company’s website to see if there are any online deals going. So if you’re not careful, you could just end up being your own demise.
Reading reviews is fast becoming the preferred method for customers to see what others are saying about products and services before they commit to making a purchase. This is both a blessing and a curse for retailers. Do your job well and you get good reviews that could boost your rep. One false move and your outlet could become a ghost shop. The best way to get around this is to read the reviews yourself – make sure you’re not buying in bad goods. If it’s your service that’s getting slated then you probably deserve it so pay attention and remember the old saying about the customer always being right. Personally responding to comments (good and bad) is a great way to engage with people and publically rectify any mistakes.
When customers actually go onto your website they want their experience to be one that is hassle-free. Simply having a responsive site that doesn’t go awol when accessed from a mobile device is pretty much essential. You also want the journey from home page to checkout to be as easy as pie to prevent losing any potential buys. Just think – if you were a customer who was out and about, would you really want to spend ten minutes entering all your personal details for a one-off purchase of less than a fiver, and then again every time you went onto the site? Reward your customers rather than punishing them.
Speaking of rewards, what better way to get customers to the till than by offering vouchers and coupons online for special discounts in store. By transcending the barrier between the limitless options of the Internet and good old fashioned face-to-face customer service, you are encouraging customers to use all variations of your business; online and offline. Just remember to make their experience a good one.