How to create a retail customer experience

"You'll learn more in a day talking to customers than a week of brainstorming, a month of watching competitors, or a year of market research." - Aaron Levie

A top retail grocery and daily needs chain had been seeing declining footfalls over its first two quarters. A random complaint from a customer allowed the management to understand that the ‘’mandatory’’ requirement of customers to provide their contact details before billing might well be the culprit.

Incidents such as the above are not uncommon these days what with all the competition and impending need to draw in more customers. Retail stores are clamouring for customer attention and presence and this will only get tougher as customers become more aware and smarter by choice.

Know your customer, well

As per Statista report, the Global retail market is projected to touch $28 trillion by 2020. While this a very good news, it also means that the retail industry must focus its time and efforts on knowing the customers well enough.

Retail is all about knowing the customers and knowing them well enough to come up with the right insights and put in place a plausible execution plan. Keeping all things constant, success of retail industry depends unearthing authentic information from customers via their experiences and expectations.

BlockSurvey known for its anonymous customer experience surveys with strong privacy and security measures in places fits the bill and comes to the rescue of its retail clients.

Customers of the present are more knowledgeable and smarter, and yes, they care much more about their privacy. All of these need to be considered before conducting a survey or a poll.

From the moment a customer enters the store and until departure, the entire customer journey for retail can be planned out with various touch points. This could be either online or offline. Sharing some examples to visualize areas we can build experience.

  • If the product they are searching for is not available, use the forms provided in QR codes around the store to take an application. It shows you are truly compassionate and eager to support.
  • Measure purchasing experience where they've been well supported or not. Have you provided enough help / assistance?
  • Take input from previous purchase or product experience if skipped.
  • Find out the reason behind buying, so you can benefit and help better.
  • Whether they are too costly or not, find out about market discovery. Helps to find the correct price point.
  • Find out if customers will recommend you to others through NPS surveys.
  • Through conducting customer satisfaction surveys and customer effort surveys, assess the overall experience at check-out.
  • Show that you are truly want to make the experience better. Never collect personally identifying information.

Once customers / consumers are happy, the retail sector will continue to see growth. As explained above, surveys playing an important role in the Retail industry is obvious. And we are one of the solution partner spanning various industries for all of your survey needs. BlockSurvey is here to offer assistance to companies by conducting apt customer satisfaction surveys. We tailor surveys according to the requirement of your brand to provide them with the best performance.

How BlockSurvey helps retail partners

  • Customizable surveys
  • Attention-catching and brief surveys
  • Access to Authentic customer information
  • Access to revealing customer insights
  • Formulation of better marketing strategies

In order to be a hero to your customers, you need to make them feel noticed, valued and cared for. Use survey to ask the right questions. Then take advantage of this precious input to surpass their standards and keep them coming back for more.