One of the most important aspects of shopping is the experience. Customers want to feel like they’re getting more than just a product when they go out to buy something. Many are now seeking an authentic feeling that has become less about what they buy and more about where they go and how they’ll feel while purchasing.
For example, have you ever been to a bakery and smelled fresh-baked chocolate chip cookies or scones wafting through the air when the bakery case was opened? There’s nothing quite like it! But after a year of limited or completely restricted in-person interaction, business owners are taking new approaches to the consumer experience they offer, as well as how they attract and retain new customers.
When you create an engaging user experience through digital mediums, it takes more than just colors and shapes. You also need context — a sense of where, when, why, or how people are using something. Thankfully, there are plenty of new, creative, and innovative opportunities that have come about from the era of technology we live in. For example, exploring virtual reality and augmented reality systems like Facebook’s Oculus can create an online shopping session that feels close to reality. In this blog post, we’ll explore how you can make the in-person shopping experience you offer customers translate to the digital realm.
First, identify your biggest strength that keeps people coming back
What is your best customer retention tactic? What are you doing that keeps people coming back to your store for more and telling their friends about the great experience they had? Understanding this will make it easier for you to brainstorm ideas, implement the right solution, and nurture that relationship over time.
It can be hard to pinpoint this strength. But when you do find out why people keep coming into your store, it will be easier for you to sell and market yourself online. Let’s say you are a local grocery store that has a reputation for carrying fresh produce from farmers in the local community. Consider putting together an online cooking class where you teach customers how to make the dish they just learned about. Afterward, offer all registrants 10% off their purchase of ingredients to use in the recipe! This will increase the likelihood of developing a relationship with your shop that goes beyond the aisles and will help you foster an online community.
Let people know that you’re just as attentive to their needs now as you were when shopping was primarily in-person
It’s a universal truth that people need to be acknowledged, and it doesn’t matter if you’re shopping from the comfort of your home or in person. That’s why it’s important to respond quickly to customer messages and questions on your website and social media platforms!
Chatbots like Bold 360 are revolutionizing customer service by providing instant and personalized help. They are invaluable tools for businesses in the digital world as they offer assistance via online chat platforms, such as Facebook Messenger, which can help alleviate any stress associated with waiting on hold or being transferred between representatives. Businesses benefit from this by saving time and money, and offering a better experience for their customers!
Chatbots can be an excellent way to improve the customer experience online. But if they are not used correctly it could actually have a negative effect on the people using them. For example, if there is a lag in the chatbot’s response time or if the conversational cues do not come across as respectful, it can make users feel neglected and disconnected from your company.
Most important of all, keep loving what you do — customers can feel that, even in the digital space
Keeping people happy is a tough job, but we’re still trying to find positive solutions to this. Whether it is how you write your ads, the tone of voice you use for your blogs, or how you appear on video or through customer service conversations, putting in the effort shows people that you love what you do, making them more likely to connect with your brand.
Ultimately, the way COVID-19 restrictions reshaped the world posed various struggles for those trying to grow a business. But there are still many benefits that came about from these obstacles. Companies are now unlocking a world of opportunity for brand strategy and gaining access to different audiences through the digital realm, which has already started to prove invaluable.
Need help developing your customer experience online strategy? Reach out to us at info@Nicklausmarketing.com, or learn more here!