three powers customers have now that they never had before
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Customers are more empowered than ever before, presenting your business with significant challenges but which, when handled correctly with multi-channel software, could also be huge opportunities.TRANSCRIPT
Three Powers Customers Have Now That They Never Had Before
Three Powers Customers Have Now That They Never Had Before
Customers are more empowered than ever before, presenting your business with significant challenges but which, when handled correctly with multi-channel software, could also be huge opportunities.
Technology and the internet have strengthened the customer’s hand when it comes to shopping.
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Technology and the internet have strengthened the customer’s hand when it comes to shopping. Here are three new powers that they never had before, which need to be considered by all multi-channel retailers:
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1The power to share their views far and wide on social media
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Social media gives everyone a voice. Twitter and Facebook allow users to say virtually anything about any topic of their choice. Including your business.
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Social media gives everyone a voice. Twitter and Facebook allow users to say virtually anything about any topic of their choice. Including your business.
95%“95% of consumers use at least one type of social media.”IDG Research
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Often, customer complaints are broadcast to thousands of listeners on social media channels before reaching you. However, according to Maritz Research:
86%
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Often, customer complaints are broadcast to thousands of listeners on social media channels before reaching you. However, according to Maritz Research:
86%
86%
86% of complainants would
actually like your company to follow
up their issues
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Often, customer complaints are broadcast to thousands of listeners on social media channels before reaching you. However, according to Maritz Research:
86%
86%
75% of social media complainants report they are satisfied by the response they receive
86% of complainants would
actually like your company to follow
up their issues
75%
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Your responses are visible to the customer’s followers, offering a chance of reclaiming the situation for positive PR purposes.
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Your responses are visible to the customer’s followers, offering a chance of reclaiming the situation for positive PR purposes.
Social media reputation could significantly affect your brand image and should not therefore be ignored. It is increasingly important to meet and engage with customers where they are to increase sales potential.
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2The power to research your competitors, and information about your products
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Even though they may be standing in your store, customers using smartphones may be ‘showrooming’ - checking products and services elsewhere. In 2011, InsightExpress found:
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Even though they may be standing in your store, customers using smartphones may be ‘showrooming’ - checking products and services elsewhere. In 2011, InsightExpress found:
59% of smartphone users carried out price comparison searches in-store
59%
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Even though they may be standing in your store, customers using smartphones may be ‘showrooming’ - checking products and services elsewhere. In 2011, InsightExpress found:
59% of smartphone users carried out price comparison searches in-store
59%
65% checked your company website
in-store
65%
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Even though they may be standing in your store, customers using smartphones may be ‘showrooming’ - checking products and services elsewhere. In 2011, InsightExpress found:
59% of smartphone users carried out price comparison searches in-store
59%
65% checked your company website
in-store
65%
43% checked your competitor’s
website
43%
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Even though they may be standing in your store, customers using smartphones may be ‘showrooming’ - checking products and services elsewhere. In 2011, InsightExpress found:
59% of smartphone users carried out price comparison searches in-store
59%
65% checked your company website
in-store
65%
43% checked your competitor’s
website
43%26% visited a price comparison search
engine to find a better price.
26%
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Naturally, shoppers will check other prices, offers and deals when they are at home too. It is therefore essential that your business develops an approach which offers additional value, such as improved customer service, to provide differentiation in the market.
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Naturally, shoppers will check other prices, offers and deals when they are at home too. It is therefore essential that your business develops an approach which offers additional value, such as improved customer service, to provide differentiation in the market. Multi-channel retail software with combined CRM functions will allow you to accurately track customer data and use it to formulate better service offerings.
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3The power to buy from anywhere, anytime
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In the same way customers can check products and services from their smartphones, they can also buy using them. So long as they have an active Wi-Fi or mobile connection, making a purchase is a simple matter.
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In the same way customers can check products and services from their smartphones, they can also buy using them. So long as they have an active Wi-Fi or mobile connection, making a purchase is a simple matter.
29%“29% of smartphone owners have purchased an item using the mobile web in the past six months.”Orange Exposure
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“Of 6,000 consumers surveyed, over one quarter (27%) said
that they will be willing to use contactless mobile payment
when available to them,
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and almost half (47%) of these would be willing to pay for
goods up to the value of £20,
“Of 6,000 consumers surveyed, over one quarter (27%) said
that they will be willing to use contactless mobile payment
when available to them,
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while an impressive 15% would be comfortable to
spend £50 or over using contactless mobile payments.”
edigitalresearch.com
and almost half (47%) of these would be willing to pay for
goods up to the value of £20,
“Of 6,000 consumers surveyed, over one quarter (27%) said
that they will be willing to use contactless mobile payment
when available to them,
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The mobile commerce market is predicted by ABI Research to be worth $119 billion (about £76 billion) by 2015, proving that the medium will continue to grow in popularity with consumers looking to shop at their convenience. Robust multi-channel software is required to underpin each of your sales operations - just make sure it includes mobile.
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To find out more about multi-channel retail strategy, download
How to guide: smaller retailers which became multi-channel success stories now!
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1
How to Guide:
Smaller Retailers Which Became
Multi-Channel Success Stories
New Look, Apple, GO Outdoors and Dwell; they’ve
all got something in common, and that’s a leading
multi-channel strategy.
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1
How to Guide: Smaller Retailers Which Became Multi-Channel Success Stories
New Look, Apple, GO Outdoors and Dwell; they’ve
all got something in common, and that’s a leading multi-channel strategy.
www.sanderson.com