While convenience and cost are often cited as reasons that many customers say they like to shop from a smartphone, tablet, or desktop, you can’t beat offline sales for creating a better customer experience.
Merchants can connect and respond to a customer who’s standing in front of them, and there’s a greater chance to make an impression than with an online shopper who can easily click away. Creating a great offline shopping experience, however, can be daunting. This is particularly true when major retailers are creating innovative shopping experiences like Amazon Go.
“The launch of Amazon Go has put the pressure on retailers to be more disruptive when it comes to elevating their customer experience,” says Brendan Morrissey, CEO and co-founder of the digital marketing provider Netsertive. “The answer is to stop thinking about your store as solely a place of sales. In the ‘Me-Commerce Era,’ stores need to become community centers, turning their in-store and online channels into places of engagement.”
Make the biggest impression by using ingenuity, says customer loyalty consultant Chip R. Bell, founder of the Chip Bell Group. “Remember the famous sales line, ‘I can get it for you fast, good, or cheap; pick two?’” he asks. “Today’s customers want all three… plus they want it unique.”
Luckily, unique experiences just takes some ingenuity. From gumballs to umbrellas, here are six ways retailers can offer a better customer experience through in-person sales.