Today’s consumers have greater influence and more control over a retailer’s success than ever before. They know what they want. They want it now. And they’ve come to expect that little something extra to engage them in the process. In an interview with 60 Minutes, Jeff Bezos, CEO of Amazon, talked about facing the fierce competition. “I would define Amazon by our big ideas, which are customer centricity, putting the customer as the center of everything we do.”
Modern Retailers realize they must create an unparalleled experience for their customers. But how do small or mid-sized retailers compete when Amazon is already putting R & D dollars behind Amazon Prime Air, a drone that could drop-ship purchases to you within 30 minutes?
Even the most modest mom-and-pop shops realize that an evolution to modern retailer is essential for survival. They recognize that technology is key to growth and have made the necessary investment and commitment. They’ve probably researched the idea of an omni-channel approach and would like to build or enhance an infrastructure to make it happen. But they are not technologists. And it’s doubtful they have the free time to learn to be. Knowing they can’t compete with online pricing, they must start considering the real value they have to offer, creating ways to stand out and encourage customer loyalty.
They need you as their trusted advisor. But first, you must be familiar with 4 simple truths about today’s consumer.
1. Consumers want access to information at their fingertips.
They must be able to Google a retailer’s website immediately from their phone.
2. Consumers want to feel valued.
They need to feel a retailer cares about their satisfaction.
3. Consumers want it NOW.
Everyone is in a rush. The only acceptable line is a fast-moving one. Immediate access to products and fast, reliable services are not only desired, but demanded. High ratings in this area translate to customer recommendations, bringing us to the next point.
4. Consumers talk to each other.
Don’t underestimate the power of social sharing. Even before the Internet, referrals were a huge source of business. With sites like Yelp and Urban Spoon, reviews for small businesses are now shared tenfold through social media.
So, what can you do to help your customer? Plenty.
Offer more than just install and call.
Stay in touch even when everything is running smoothly. The more you connect with them, the more you’ll understand their pain points and can present valuable solutions.
[Check out our Top 10 Ways to Wow Your Clients]
Share ownership of their concerns and questions.
What would make them more profitable? How do you ease their growing pains or take work off their desk? How can you help them drive more customers or better the in-store experience?
Help them connect technology to reinvent the customer experience.
By providing support for all technology in their business, you can help retailers deliver a consistent, seamless experience to customers, no matter which product or channel customers are shopping on.
It’s a business planning and sales tool made for you to build a more compelling value story while uncovering new sources of recurring revenue. It’s an opportunity for you to better understand and embed yourself in the retailer’s world, while becoming the Modern Retailer’s one-stop-solution resource in building a future of mutual growth.