Up close and personal.
Nowadays, especially in the online space, we often feel like even the big brands know us well. We get served ads based on what we've searched for (or even talked about - Facebook is 100% listening to my conversations!), tailored marketing emails, recommendations for purchases based on our buying behaviour, and the list goes on.
Today, it's relatively easy for online retailers to personalise the customer experience by using data from purchasing history and browsing behaviour, in order to create a clear picture of their customers.
But what about in-store?
Bricks and mortar stores simply aren't able to get as close to their customers as those who have an e-commerce presence (and even if your business does operate online; are you able to create a truly personal feel in-store?).
Back in the 'good old days', shoppers had their regular, local fruit and veg store, butcher, shoe shop and chemist. This was an inherently personal experience.
Now, people often opt for mega stores or choose to shop around. However, they still expect to feel understood; to be delivered relevance and to have warm, fuzzy experiences in-store. This is a key challenge for big brands operating at scale today.
"According to a recent report from Accenture, 75% of consumers are more likely to buy from a retailer that recognises them by name, recommends options based on past purchases or knows their preferences."
(Marketing Tech News)
Technology has a huge part to play in creating personal experiences in-store; whether that be in delivering real-time, customised offers at point of sale, or arming sales associates with mobile devices in order to look up shoppers' preferences. However, we can't completely replace humans with screens (let's not even go there with robot wives!).
The retailer reality.
Apple commits to delivering this kind of human experience. The physical presence of their 'Genius Bar' and sales team has actually become one of their biggest selling points. Sephora keeps it personal by offering individual skin-care and makeup consultations in-store for those who need some help in choosing which products are right for them.
However, many retailers are falling behind customers' expectations. Salesforce recently reported:
- 63% of shoppers do not feel like retailers know them
- 58% of shoppers value personalised customer service in-store
- 53% of Millennial shoppers feel that store associates do not have the tools they need to deliver great customer service
On the other hand, I'm sure many of you can also relate to wanting to be left alone to browse a shoe store without being pestered by a sales assistant. In a supermarket, how many of us now choose to avoid human contact entirely by using the self-service checkout? Do you love it when the barista remembers your coffee order, or does it freak you out?
What is the answer?
Ultimately, personal service can mean different things to different people, in different contexts.
Perhaps the answer to creating a great personal experience comes down to designing and tailoring it with relevance for your particular business, industry and customer base.
One size definitely does not fit all, and a bad experience can lead you to lose loyal customers - so make sure you do your research (of course!).
In any case, by integrating cutting edge technology with the irreplaceable authentic human interaction; brands are much better placed to succeed.
"Don’t undervalue the importance of in-store sales associates. As self-checkout becomes more prevalent (and it will), let’s take those associates and put them to good use elsewhere in the store. The key is to determine where they can be of most help to shoppers and, as a result, can drive sales and profits for retailers."
(Forbes)
Real shoppers told us.
"As retailers become increasingly global, they mustn’t forget they’re selling to a diverse range of people that are seeking contextual, local, personalised experiences. Retailers must ramp up their efforts to provide such contextual, personalised shopping experiences. That way, they can truly connect with their customers and target their offerings more efficiently."
(Digital Pulse PWC)
Over to you.
If you'd like to evaluate your customer experience, pack, communications (or anything shopper related) we're here to help! Get in touch on 02 8097 0200 or email hello@playmr.com.au any time and we'll get straight onto it.
Talking of how we can help, we've just released our latest white paper 'Making Innovation Happen', which provides you with an end-to-end process combining foresight, insight, science and technology (the magic formula!).
