9 ways an omnichannel retail strategy will improve your customers’ experience.
Customers expect to engage with retail brands at multiple touch points and from various devices. Retailers can’t predict how each person prefers to engage, and adopting an omnichannel strategy is the best way to offer a consistent customer experience.
Make it easy for your customers to purchase using different sales and media channels, and different devices. Whether a customer is browsing on a desktop, comparing prices on a mobile device, or visiting the store to make the purchase, their experience with your brand will be consistent.
Pinnaca, in partnership with Retail Pro, helps retailers in providing opportunities for capturing and retaining extensive customer data. This blog highlights nine strategic tips wot enhance sales by improving customer interactions through omnichannel retailing, distinct from traditional multichannel approaches.
1.
Need-based sales for a personal touch.
Train in store staff to listen carefully for customers’ unspoken needs when they’re helping them on the sales floor. For example, if a customer is looking for a puppy crate, help them evaluate not only the crate and bedding, but also puppy peripherals and essential items that their new pet will need.
2.
Personalised, smart recommendations.
Mobile Point of Sale (POS) gives your sales staff quick access to a customer’s profile and shopping history so that recommendations can be personalised. Retail Pro POS is device-agnostic, which means your sales team have secure access to the same powerful customer management tools, whether on small mobile devices or full-sized desktop computers.
3.
Always say YES, even when you don’t have an item in stock.
Having an iPad or tablet accessible while engaging with customers on the sales floor means that if you don’t have the size or colour a customer needs, your sales staff can locate inventory at a nearby store. The sale can then be completed through the new store with send sale capabilities in Retail Pro POS.
4.
Digital look book to help customer order items not stocked.
Retailers going for a lean inventory strategy can use images in the mobile POS or on the company website to help a customer pick out and order items not available in store.
5.
Analyse sales trends in real time to make popular stock decisions.
Analyse the POS sales data in business intelligence and visual analytics software like Retail Pro Decisions to identify micro and macro trends, and stock up on trending items. If your top shoppers are loving your newest products online, bring them into your stores and spread the love!
6.
Personalised service for online customers
Use your customer data in Retail Pro to offer the same kind of personalised service on your website as you do in store. Basket analyses help you see what products shoppers tend to purchase together so you can recommend similar pairings to shoppers buying only one item or the other.
7.
Behaviour-driven offers.
For shoppers who have an account with you, use their purchase history as the basis for your recommendations. AppCard for Retail Pro integrates customers’ POS data to make it easier to personalise customer offers. Personalised Email marketing based on your customers’ actual shopping behaviour are more relevant and increase conversion rates.
8.
Nurture loyal customers.
Between visits to store or site, nurture shoppers by anticipating their next need and proactively contacting them via email or SMS. A customer’s purchase history in Retail Pro POS can inform the offers you make to them and helps you create tailored promotions through the AppCard for Retail Pro solution.
9.
Unified shopping experiences
A cohesive customer experience shows you know and understand your customers. Expose them to new products that you know they may benefit from and make it more convenient for them to get what they need with a unified shopping experience. What’s the best way to do that? Tie the purchasing journey and communications together across channels by integrating all your customer-facing tools on the Retail Pro POS platform.
Implementing an omnichannel approach is more than a strategy; it's a comprehensive shift in engaging with your clientele, ensuring every interaction is optimised for satisfaction and loyalty. By aligning your channels and harnessing robust analytics, you can create an interconnected ecosystem that not only meets but anticipates customer needs, driving both retention and revenue.