tips to get more customers - range of products and customer journey for retailers multi-value

HOW TWO SIMPLEMECHANISMSINCREASE SUCCESS IN RETAIL

FOR FASHION AND OTHER RETAILERS

TIPS TO

SUCCESS

TIPS from MULTI-VALUEMARCH 2015

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

#1 THE RANGE OF PRODUCTS

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YOU CAN PREDICT

THE NUMBER

OF CUSTOMERS

BY YOUR RANGE OF

PRODUCTS

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

WE CAN DEFINE PRODUCTS BYA COMBINATION OF THE

PRODUCT CATEGORY &THE INVOLVEMENT

PRODUCTSFOR DAILY USE

PRODUCTS NOT FOR DAILY

USE

INVOLVEMENTWANTED

INVOLVEMENT

NEEDED

A

DC

B

PRODUCTSFOR DAILY USE

PRODUCTS NOT FOR DAILY

USE

INVOLVEMENTWANTED

INVOLVEMENT

NEEDED

ORDINARY+NEEDED

ORDINARY +WANTED

EXCEPTIONAL+NEEDED

EXCEPTIONAL+WANTED

ORDINARY BASICS +

ORDINARY SPECIALS

AFFORDABLE LIFESTYLE +

SMALL PLEASURES

TRUSTED ADVISORS LIFESTYLE CURATORS

A B C D

MORELESS

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

WHAT IF MY RANGE OF PRODUCTS IS

EXCEPTIONAL BUT I NEED MORE

CUSTOMERS?

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

#TIP ADD ORDINARY

PRODUCTS TO YOUR RANGE OF PRODUCTS

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

HOW MANY TIMES WILL YOU BUY A NEW BED OR A NEW

SOFA IN YOUR LIFETIME?

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LESS

HOW MANY TIMES WILL YOU BUY A NEW BED OR A NEW

SOFA IN YOUR LIFETIME?

PRODUCT WANTED EXCEPTIONALLY

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MORELESS

PRODUCT WANTED EXCEPTIONALLYPRODUCT NEEDED + WANTED ORDINARY

… BUTHOW MANY TIMES WILL YOU

BUY NEW TEALIGHTS, PLATES AND FOOD IN YOUR LIFETIME?

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

#2 THE COMPLETECUSTOMERJOURNEY

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DO YOU BELIEVE

THAT CUSTOMERS

REMAIN LOYAL TO

A RETAILER OR A

BRAND

BECAUSE OF THE

PAST?

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

CUSTOMERS DO NOT REMAIN LOYAL.YOU HAVE TO CONVINCE THEM OVER

AND OVER AGAIN.

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

PRICE AND QUALITY ARE NO LONGER ENOUGH TO CONVINCE

CUSTOMERS

#1

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A STORE OR WEBSHOP IS THE NEXT-TO-LAST POINT OF CONTACT IN A CUSTOMER JOURNEY

90% OF RETAILERS USE A STORE OR WEBSHOP AS THE FIRST POINT OF CONTACT

#2

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CUSTOMERS HAVE TO KNOW AND BELIEVE IN YOUR BRAND OR RETAIL

CONCEPTTO PUT IN THEIR SHOPBRARY

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

SHOPBRARIES FILL UP WHEN CUSTOMERS ARE BROWSING FOR

NOTHING IN PARTICULAR

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

YOU’RE LOOKING FOR A NEW BLACK DRESS

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HOW DO YOU SHOP TO FIND THIS BLACK DRESS?

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MY NEED SHOPBRARY COMPARING

A BLACK DRESS

ALL THE PLACES WHERE I KNOW I CAN FIND A BLACK

DRESS

DO I LIKE THE DRESS?

WHAT’S THE PRICE? IS IT

AVAILABLE IN MY SIZE? ETC.

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

DECISION PURCHASE DELIVERY

A BLACK DRESS

PURCHASING THE DRESS

ONLINE OR IN A STORE

THIS IS THE BLACK DRESS

I WILL BUY

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THE MOMENT YOU WEAR THE DRESS

?

THE SHOWCASEFOR THE DRESS

AND YOU“Nice dress, where did you

find it?”

WHAT NOW?

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THE TWO MOST-FORGOTTEN POINTS OF CONTACT IN THE

CUSTOMER JOURNEY

SHOPBRARY ?&

BEFORE AFTER PURCHASE

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

WHAT IF I NEED MORE CUSTOMERS?

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

#TIP 1 PUT A LOT OF CONSTANT EFFORT INTO GETTING INTO POTENTIAL

CUSTOMERS’ SHOPBRARIES

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#TIP 1 BE AWARE THAT SHOPBRARIES FILL UP

WHEN PEOPLE ARE LOOKING FOR NOTHING IN PARTICULAR,

i.e. WELL BEFORE THEY HAVE A NEED

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

#TIP 2 DO THE SAME AFTER A PURCHASE

IT’S NOT BECAUSE YOU SOLD SOMETHING TO A CUSTOMER THEY WILL STILL BE HAPPY WITH

THEIR PURCHASE FOR A WHILE.SO ASK YOUR CUSTOMER ABOUT THEIR SATISFACTION

#TIP 2

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

#TIP 2 IF YOU ASK THEM ABOUT THEIR SATISFACTION, YOU WILL KNOW IF THEY ARE HAPPY OR UNHAPPY ABOUT

A PURCHASE. WHY IS THIS IMPORTANT?

*the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.

#TIP 2 1. YOU CAN MAKE A UNHAPPY CUSTOMER HAPPY

AGAIN BY FOR EXAMPLE A DISCOUNT OR GIFTCARD.2. YOU KNOW YOU HAVE TO STOP PRODUCTS

CUSTOMERS ARE NOT SATISFIED ABOUT. IF YOU DON’T, CUSTOMERS WILL NOT PROMOTE YOU

There is more information at

www.multi-value.com