4 Tips to Increase In-Store Customer Satisfaction
4. Consider mobile. Mobile phones have become appendages, and retailers can take advantage of this adoption. With mobile devices, consumers can shop where and when they want, giving them access to the store at their convenience. CFI Group's recent RSB study found that consumers are still hesitant to use mobile; only 21 percent of consumers use mobile applications to shop. However, mobile device usage for shopping purposes has risen significantly over the past six months. A full 63 percent of survey respondents said they've been using mobile applications for the past 12 months or less.
This data is indicative of what's to come as mobile comfort levels climb. Retailers can make the most of this channel by engaging with shoppers, shaping their perceptions and managing their satisfaction via their mobile devices. However, it's important to realize mobile can be a double-edged sword. Before offering such benefits, ensure your stores offer a strong mobile signal and are equipped with Wi-Fi, allowing shoppers to access mobile promotions while in-store. If these aren't available, shoppers will become frustrated with their mobile and in-store experience and be less likely to buy.
To provide the best customer experience, retail stores should implement these tips to offer quality service throughout the year, not just during high-traffic seasons. If done successfully and consistently, those who understand the value of genuine customer satisfaction and a positive brand association will come out ahead.
Sheri Petras is the CEO of CFI Group, a provider of technology and services to leverage customer feedback insights that drive financial performance.
