What needs to be done to improve shopper satisfaction May 24th, 2019
With the booming ofe-commerce,which makes purchasing items fasterand withbetter deals, more and more customers try to buy most things online.However, physicalstoresarestill goingstrong due toconsumerswantto seeand feel the products theyare purchasing.Even though, physical storesare struggling to keep up with the expectations of their customersdue to the fact that theyhave out-dated technology.
It has become more difficult to satisfy customers in retail stores, especially when it comes to technology. It has been summarised in the 2019 Shopper Vision Studythat retailers today need to accelerate the pace of change else they can risk losing sales and market shares.Customers and employees believe that the physical stores need to upgrade their technology,by providing the employees with mobile computers and scanners, which in return will improve shopping experience for customers. A serious aspect to consider is how knowledgeable your employees are. In fact, 31% of associates during the study claimedthat they only were well-informed on 50% or less of the products in the store. So how can we expect employees to help customers, when they don’t know the answers themselves? The answer is simple. Providing them with the needed handheld technology will improve their knowledge and hence, customer satisfaction.
Customers are still willing to go into aphysical storeif they are providedwithsolutions,such asalternative out-of-stock options.Infact,62% of shoppers wouldprefertopurchaseout of stock items in astoreand get them delivered, but onlyas little as 34% of retails stores are offering this.Most retailers offer free shipping and returnsbut only a minimum of 22% are highly experience atproviding this. The good news is that retailersare planning to provide home delivery of out-of-stock items by theend of 2019.
On the other hand, only13% of customers completely trust retailers with their data.That shows the necessity of retailers toimprovehow they handle customerdata andprovidecustomers with flexibilitywhen it comes to what personal information is being used. 73% of shoppers would like thatopportunity. Retailers need to start building trust with their consumers, to create a positive environment.
Do you want to know more about how to improve your customer satisfaction?
Click hereto read more about whatour partnerZebrahas to say about improving your retail store, and how with Zebra you can improve customer satisfaction andemployee’sknowledgebase.ContactBlueStar Europefor more information!
Samantha is BlueStar's Digital Media Specialist, and the primary contributing writer for VartechNation.
Previously, she has worked as a Public Relations Associate and a Social Media Manager.