Even if it’s 2021 and when most of the consumers tend to shop online, the significance of an effective retail communication strategy utilizing the best business communication principles, can’t be denied. Despite a rapid increase in online consumer engagement, retail shopping has become a much-integrated experience. Products search their favourite brands online but there is still a higher percentage of people who prefer an in-store shopping experience. As per one study, 75 percent of consumers across the world want to interact with a human during their buying experience. Managing the retail customer experience via business communication thus becomes more important. If you’re into a retail business, here the tips to optimize your retail communication strategy via business communication.
Tip 1: Include Face-to-Face Communication into your Digital CRM Mix
It’s not always easy or possible for your retail employees to meet all customers face to face at the same time. Here is when the digital workplace plays its role. It coves those in-between communication delicacies to retail workers. Customers like human interaction as much as a digital experience.
Tip 2: Connect with your customers emotionally
You must have heard the saying “it’s not what you say; it’s how you say it”? Know that the best customer experiences are accomplished when your retail team develops an emotional connection with the customer. One of the researches conducted by the Journal of Consumer Research found that over 50% of a customer experience is based on emotions as emotions develop the attitudes as a basis of decisions. This is also one of the key business communication principles. A retail business that optimizes an emotional connection with its customers outperforms its competitors by almost 85% in sales growth.
Tip 3: Get Real-Time Customer Feedback
How can you be sure that you are providing an unmatched customer experience? You can know this by getting your customers’ feedback in real-time. Retailers can use various options like live chat software that enable real-time conversations between business and the customers, and the conversation is over, send a follow-up email to the customer based on post-interaction surveys as well as similar customer experience tools. Then making outbound calls to your customers to gain their insightful feedback is another option.
Customer expectations are getting higher and the word of mouth travels faster than you think! Let EveryDay Voip helps you streamline your CRM communication strategy leveraging the best and most modern business communication principles.