You work hard to keep your customers happy. You want them to have the best experience possible when they visit your store, so you are always on the lookout for new ways to improve things. Today’s customers are more savvy and discerning than ever before – and their expectations for excellent customer service survey companies are higher than ever. So how can businesses keep up?
Here are 8 recent customer experience trends and practices from some of the top marketplaces around the world. Take a look and see if any of these could work for you.
- Use technology to your advantage
Some of the best customer experiences are those that make use of technology. Whether it is using beacons to send targeted notifications and offers to shoppers’ phones, or using in-store iPads to help customers find what they are looking for, businesses that embrace technology are able to offer their customers a more seamless and enjoyable experience.
- Make it personal
Personalization is another big trend in customer experience. SEO Agency Chicago mentioned that today’s consumers appreciate being treated as individuals, and not just as another number. Businesses that take the time to get to know their customers on a personal level are able to create a more unique and customized experience that is tailored specifically to them.
- Offer concierge services
Concierge services are another way to make your customer’s experience more personal. By offering things like in-store personal shoppers or stylists, you can help take the guesswork out of shopping for your customers and make their experience more enjoyable.
- Create an ‘omnichannel’ experience
Omnichannel is all about creating a seamless customer experience across all channels – online, in-store, mobile, etc. Customers should be able to move between channels without any hiccups, and their experience should be consistent no matter how they’re interacting with your business.
- Make it convenient
In today’s fast-paced world, convenience is key. Customers appreciate businesses that make their lives easier, whether it is offering things like in-store pick-up or delivery, or providing a self-checkout option. Anything you can do to make shopping more convenient for your customers will go a long way in creating a positive experience.
- Provide excellent customer service
This one seems obvious, but it is worth mentioning nonetheless. Excellent customer service is always going to be important, no matter what other changes and trends are happening in the world of customer experience. If you can provide your customers with prompt, helpful, and friendly service, you will be well on your way to creating a positive experience.
- Be proactive, not reactive
A top digital marketing agency based in Texas shared that when it comes to customer experience, it is important to be proactive, not reactive. That means being proactive about things like customer service and following up with customers after their purchase, instead of waiting for them to come to you with a problem. By being proactive, you can nip any potential problems in the bud and prevent them from becoming bigger issues.
- Keep it fresh
Finally, it is important to keep your customer experience fresh. That means constantly looking for ways to improve and evolve, so that your customers always have a positive experience when they interact with your business. It can be a lot of work, but it’s worth it to keep your customers happy.
In order to thrive in this new normal, businesses must reimagine the customer experience and create new brand experiences. Walmart Marketplace retail offers opportunities for businesses to rethink what is possible in terms of customer service and shopping interactions. We have outlined eight new in-store customer experience practices that you can use as inspiration for your own business. What will you do to create a unique and differentiated customer experience in your marketplace store?