What Do Customers Want & Expect From a Retail Store?

The growth of the Internet began in the 1990s. It was a gradual process for all of us as we became accustomed to consuming content, chatting with one another, and making purchases online.

This slow shift started having an effect on neighborhood retail establishments, and over the past few years, it has become significantly more significant.

It would appear that the online retailing powerhouse Amazon carries just about anything imaginable in its vast inventory. It is almost like they are trying to overwhelm their competitors by lowering their pricing, giving away free delivery, and now offering home services all at the same time.

It is safe to assume that the rise of eCommerce has had some kind of an impact on your brick-and-mortar store. However, you are capable of competing with Amazon and other major online retailers.

How? You have to make some changes to the way business is conducted at your shop. Let us take a look at some of the things that customers want and expect when they come into your store. 


1: A Unique Experience

When they enter your store, customers want to feel as though they have been whisked away from the pressures of their everyday lives.

If you have put together a stunning display and your shop exudes flair, you can be sure that customers will choose to shop at your establishment rather than go online to do their purchasing.

When they go into your store, today’s consumer anticipates having a multi-sensory encounter. How do you go about doing that?

Consider your shop as if you were a consumer looking at it for the first time. Will it seem to them as though they had entered a magical place filled with strange things? Or, do you have the same appearance as every other store in the town?

You should make it a point to decorate your store in a way that is unique and appealing to the customers you are trying to attract. Play some music, provide some refreshments, and generally create an exciting atmosphere in your store by doing these things.

2: Exceptional customer service

The moment a customer enters your shop, they should be greeted by a member of your staff. Keep in mind that we recommend that you greet them rather than “attack” them with a sales pitch. 

Once you have given them some time to look around, provide them with the exceptional customer service that you are known for. Give your employees the necessary training to enable them to provide excellent service to your clients.

According to the findings of one study, after receiving assistance from a member of staff, consumers are ninety percent more likely to make a purchase.

Even Millennials like high-quality, one-on-one interactions with store employees because they think it adds a lot of value to their shopping. Baby boomers have come to expect exceptional service.

Keep in mind that boosting the morale of your staff is one of the keys to providing excellent service to your customers. When you take care of your employees, it shows in the way that they treat your customers.

3. Online integration

You can pretty much depend on the fact that the vast majority of customers who enter your shop have been to your website at some point.

Is the stuff they see there consistent with what they see in your store? 

If not, you should make the necessary adjustments. Your brand identity is made up of things like your website and your physical store. Do not let the two of them argue with each other.

Again, you should view your website through the eyes of a customer. What are they looking for before they come into your store that they cannot find online?

Maybe they want to place an order online and pick it up in person at the store, where you can show them great customer service and try to sell them more. 

4. Easy checkout and payment

When it comes to the length of time it takes to check out, customers typically have very little patience, as anyone who has worked in retail for an adequate amount of time knows.

In fact, this is one of the motivations behind consumers’ shopping online. They are free to complete it at their own pace and in the manner that best suits them.

You should do all in your power to make the checkout procedure as quick and easy as possible in your store. Make it simple and hassle-free for customers to shop at your establishment. Offer a range of payment options, including somewhere to withdraw cash and use that. Look at how to buy an ATM and see if you can incorporate one into your store.

5. Perks

The value that customers place on perks can be substantial. When people enter your store, they are looking for perks such as prizes, deals, and bonuses.

Coupled with the economic downturn of a few years ago, the online shopping environment has created a situation where customers almost feel like they should be paid for shopping with you.

Show interest in your clientele, and do everything in your power to cultivate the connection you have with them.

The use of social media and email marketing is another method for accomplishing this. Customers at your business expect to be asked for their email address when they buy something from you.

Reward them by giving them stuff that is not just valuable but also informative and beneficial.

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About Dequiana Jackson

Dequiana Jackson, Founder of Inspired Marketing, Inc., helps overachieving women entrepreneurs conquer limiting beliefs and create marketing plans that grow their businesses. This includes one-on-one marketing plan development, digital product creation, web design and content marketing. Dequiana is the author of Know Your Business: How to Attract Ideal Clients & Sell More and runs the award-winning blog, Entrepreneur-Resources.net.

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