The Price of Poor Service (And What To Do About It)
As e-commerce sites such as Amazon and Wal-Mart grow in popularity, brick and mortar businesses are simply not keeping up. The main cause of this shift is the convenience and simplicity of shopping online versus in-store. If brick and mortar could somehow emulate the high level of customer service that online offers, they might be able to bridge the gap between e-commerce and in-store sales.
According to the “State of Retail 2017” report, brick and mortar stores lost $150 billion to online sales last year alone. The survey participants confirmed that they would shop 4.7% more in-store if the customer service were better. They seek the speed and level of personalization that the virtual marketplace offers, and hope that retail stores can learn to adapt and offer those benefits as well.
When it comes to customer service and the shopping experience, checkout and payments are key. Here are some of the best practices that brick and mortar merchants can easily implement to match or even exceed the online shopping experience:
Mobile Pay – By offering a variety of payment options, customers have the flexibility to pay the way they prefer and is most convenient for them. Dynamic payments include acceptance of all major card types, as well as mobile payments,
Make secure payments with EMV – Security is a top priority for consumers, and they believe that it is your responsibility as a merchant to protect their credit card data. Keep their personal information safe by using EMV-certified equipment.
Faster Checkout – Long lines are not the way to go. By keeping payments streamlined and efficient, customers can get through checkout quickly and be on their way happily.
Keeping track of customer preferences – People always love when someone else remembers what they like. Depending on your industry, the right point of sale system will allow you to keep track of customer preferences and past orders to keep them satisfied every time.
At the end of the day, happy customers ensure a better bottom line. Payments are an essential part of the consumer experience, and by utilizing the best practices and remembering to put customers first above all else, merchants can ensure business growth year after year.