In spite of the continuous debate that the death of the physical store is near, recent studies have proven that consumers still enjoy shopping in-store. According to a 2017 study by The National Retail Federation and IBM, “67% of Generation Z shop in a brick-and-mortar store most of the time, with another 31% shopping in-store sometimes, indicating that 98% of Gen Z shop in store.” This tells us that despite popular debate, shoppers are still making the journey to the store to not only touch and try out new products, but to also receive a different customer experience that they cannot receive online.
However, the in-store customer experience is where we are seeing some retailers thrive and some lag behind. One of the key differentiators that are helping retailers continue to win customers within the store are the empowered store associates. According to PwC research, “40% of consumers believe a knowledgeable sales associate would enhance their shopping experience.”
Today’s connected consumers typically begin their shopping journey on their smartphone and will then transition to their desktop before making their journey to the store. Therefore, by the time the consumer arrives at the store, the chances that they have gathered key intel on a particular product are high. Accordingly, they expect to be met with additional information they have not yet seen during their online research. Enter the empowered store associate.
Give store associates the tools to create personalized experiences
A clienteling solution can be the answer to helping your store associate create a truly personalized experience for every customer that walks through the door. Through a proper clienteling solution, store associates can effectively create customer profiles with their personal information, points of contact, previous purchases, wish lists, and other important data to enable associates to personalize the floor experience and increase average order value.
As well, with an enhanced clienteling solution, store associates can increase sales and average order value by giving customers instant access to inventory and product availability at their local store. Should a particular item not be in that particular store, the store associate can quickly save the sale by letting the customer know if it’s at a nearby location or by quickly ordering it for the customer and having it shipped to their home or arrive at their local store in an expedited manner.
Build relationships that keep customers coming back, again and again
Before technology became a main character in all aspects of our lives, the store associate played a critical role in building relationships with each of their shoppers by taking the customer experience to the next level through personalized notes and phone calls about upcoming events and sales relevant to that particular shopper. With a clienteling solution, the empowered store associates can take the relationship with their shoppers to the next level by actively understanding each customers’ visit timing, average spent, duration, abandoned carts, wish lists, repeated purchases and so much more, each and every time the shopper steps into the store. By actively analyzing their customers’ behavior in real-time, store associates can understand how they can bring customers back in, improve their experience, and increase their spending and loyalty.
As well, clienteling allows store associates to instantly communicate with customers throughout their in-store shopping journey, even after they leave the retailer’s shop. This can be done through push notifications, SMS alerts, and In-app chat, all while knowing the customer’s specific likes based on their history with the brand.
Relate to your in-store customers with Shopgate
Shopgate’s solution allows store associates to personalize the in-store shopping journey and increase upsell and cross-sell opportunities by making the in-store customer experience more connected and personal than ever. To learn more about Shopgate’s clienteling solution, click here or schedule a demo today.
Author: Casey Gannon
Vice President of Marketing | Casey is an experienced tech marketer, driven to develop marketing strategies that blend traditional techniques with emerging technology. With over ten years of experience in mobile, she believes that mobile apps are the modern solution in helping retailers directly connect with and impact consumers. When she's not looking ahead to the next opportunity, Casey is a busy mom, soccer player and adjunct professor at her alma mater, St. Edward's University.