4 Ways to Make Your Retail Store Customer Experience Better and Safer

Contributed by editor on Nov 13, 2018 - 11:25 PM


Running a retail store that really pleases the customers means getting a wide range of details right.

Offline retailers have to compete with online stores these days, and the best way to gain a substantial competitive advantage is by offering a pleasant shopping experience to the customers. On top of that, you also have to take a more active stance in connecting with the customers on a personal level.

When it comes to delivering the best customer experience, there are a lot of things you can do. Improving the retail space and making it safer for customers are the perfect first steps to take. To help you further optimise your retail store for the best customer experience, here are the four top tips you can implement immediately.

Eliminate Potential Safety Issues

That feeling of being safe when inside your retail store will help make customers feel better about buying the products you sell. This is why many retailers now go the extra mile to improve the safety of their stores; this is also a step you want to take when you are trying to make the whole in-store customer experience better.

One of the ways to get started is by creating a warm and safe ambience. Use the right colours, add sufficient lighting to the space, and make sure you design the layout of the store with safety in mind. Simple things such as shorter shelfs – rather than tall and daunting ones – can really alter the way customers feel about your retail store substantially.

Next, add slip resistant flooring to further improve safety. There is something about slip resistant flooring that makes you feel better about exploring the space. Maybe it is the firm feel you get whenever you walk around the store. Now that slip resistant flooring comes in different colours and finishes, adding it to the retail space is a good idea. Read more here about how you can utilise slip resistant flooring to improve safety in your store.

A Space for Adults and Children

Another way you can substantially boost customer experience is by making sure that the store is suitable for both adults and children. Making a store safe and comfortable for parents and their children is the perfect way to keep customers happy and comfortable.

Most parents know how difficult it is to shop with children. When there is a dedicated play area with sitters, shoppers can enter the store with their children and know that the kids are taken care of while they browse through the products you have in store.

This tweak will also position your offline store as a family-friendly one. Other additional tweaks along the same line – such as adding a waiting area for husbands and partners when the store sells products for women – will further enhance the shopping experience.

It is also worth noting that these tweaks are rewarding in terms of the relationship you have with customers. With the improved shopping experience, more customers will return to your store with their partner and children, and you get more repeat purchases in return.

Don’t Forget the People

Tweaks to the way the retail space is set up can only go so far. Aside from improving the layout of the store and the interior ambience, you also need to equip your salespeople with the right customer-oriented attitude. At the end of the day, it is up to the salespeople to initiate and develop stronger relationships with the customers.

There are basically three things you need to turn your salespeople into customer experience superstars. First, you need to train the salespeople to listen to the customers better. Don’t just listen to reply; listen to what the customers have to say and adjust the way the salespeople treat those customers accordingly.

Next, value and reward honesty in most situations; however, there are times when being bluntly honest to the customers isn’t necessarily the best way to go. The customers are not always right, and the salespeople need to know how to handle the customers when they are wrong with a more diplomatic approach.

Lastly, make sure the salespeople know the importance of keeping the customers’ interest as a priority. Rather than trying to sell more products, focus on giving the customers products they can actually benefit from. For example, the salespeople must not hesitate to recommend a cheaper product – or to abandon the purchase entirely – when it is not the best option for customers.

Improve the Checkout Line

Waiting in line to pay for products is the most annoying thing for customers; having to wait for a long time to get to the front of that line is even worse. As a way to optimize your retail space, you also need to improve the checkout line and bring it to the next level.

The checkout line needs to be quick in processing customer purchases. This often means upgrading the registers and making sure all cashiers know how to process orders in a timely manner. You may also want to add more lines to the checkout areas if needed.

You don’t have to keep all lines open all the time, but having extra checkout lines to deal with sudden spikes in walk-in customers is still a handy solution to consider. Add extra measures such as encrypted credit card readers and contactless payment terminals to give customers the extra assurance that their data is completely safe.

Last but not least, make sure you limit your upselling or cross selling attempts to avoid annoying the customers. Although upselling can be good for business, offering too many products during the checkout process could potentially scare the customers away; you will miss a lot of repeat purchases when you continue to make this mistake.

There are still so many things you can do to improve your retail store and make it more competitive. Making adjustments to the way the store feels alone can create a big enough impact to matter. With the tips we discussed in this article, however, you have the perfect strategy to get you started with your own improvement.

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