This becomes especially true in retail, because they know what brand they like, or particular shoe they want and in what size, and so they don’t really need to go to the store to try it on-they can simply buy online and have it shipped to their ho me.Īs it relates to our customer experience, w e are tailoring to what they’re looking for. Here, o ur website has really taken off because, of course, there are people that are cautious about going to a lot of stores unnecessarily and instead prefer to shop on l ine. T hat’s really where we are with the new normal right now.Īnd conversely, if they have an opportunity to buy it online, they will choose that option. Th ey aren’t browsing or look ing at other types of shoes – t hey get what they came in for and then they’re out. If they need a new pair of running shoes, t hey go in, look at the running shoes, pick out a pair, buy them, and go. W e have seen a lot less g razing in our stores. T here’s been a lot of change in the way customers are thinking about buying things in-store: it’s more about necessity and it’s done in a more focused way. Then, in other stores, the customer would still rather come in and shop around. I n one location, they may really like to call in, ask for a certain product, reserve it, and then come to p ick it up. Through the customer feedback data collected by HappyOrNot, w e have found that what our customers are telling us from different cities, or different states, varies. You’ve got to understand what your customers are looking for. Are they looking for the ability to come into your brick-and-mortar store and shop safely? Are they looking to buy online, pick up in store, or are they looking to just a phone in order? What is it they’re looking for is very important to understand in this new world that we’re in right now. ![]() ![]() How do you see the role of Customer Experience in retail the next normal?
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