Technology has certainly sped up the way we do things: the retail supply chain has changed as Amazon has worked to perfect fast fulfillment and two-day shipping. It has changed the way retailers and suppliers exchange information and sell products online. And it has even changed the way products are promoted and shared between shoppers.
All of this has led to things like the retail omnichannel, the idea that the customer experience is the same in the store as it is in the ecommerce site, as it is on the mobile app, as it is on the packaging from the online order.
And all of this has led to the redefinition of the “modern customer experience.”
A recent article by Daniel Bakst says that regardless of how things, the key to delivering a modern customer experience is “by providing the value that brought customers to your brand in the first place.”
In other words, don’t lose track of what made you a customer’s favorite in the first place. But at the same time, don’t get complacent. If customers don’t find anything new or exciting, they’ll start looking for new ways to spend their money and find the things that made them excited about your own brand in the first place.
This means you always need to be focused on the customer experience and make sure this is what your customers want from you. Measure the performance of new products, current products, and even new products available from competitors and new suppliers.
How can you manage all this? Data collection. As Bakst says:
If your brand is hoping to start the journey of fostering and executing modernity in its Customer Experience, then data-collection is the first step. Without data, brands are simply making guesses hoping that customers will like it. Before any major investment or change is made, organizational leadership should have a clear idea of what changes need to be made, how these changes will take place, and what kind of effect it will have on the bottom line. Enact Customer Experience measurement programs like mystery shopping and voice of customer feedback surveys to get a clearer understanding of how customers feel about your existing Customer Experience, and what changes can improve upon these feelings.
We’re a big believer in point-of-sale analytics and paying close attention to your top performing brands and suppliers. But, most retail buyers only have the bandwidth to keep track of their Tier 1 suppliers, and can’t pay as much attention as the Tier 2 suppliers or seasonal items.
Plus, you have no way of knowing what your customers actually think about your store and brand.
This is where mystery shopping and the “voice of the customer” feedback helps. A mystery shopping agency can not only help you determine whether your stores and staff are meeting your standards, you can use mobile surveys to keep track of what people buy and then assess their attitudes toward those products.
With enough surveys, you can get an idea of what customers think of your best performers, information you can’t always get just by analyzing sales data. And with enough mystery shopping reports, you can determine whether your staff and store performance is providing the experience your modern customers expect from you.