10 Reasons Customers Walk Out The Door
Anybody in retail will agree that today’s customers have high expectations. When those expectations are not being met, shoppers have no problem walking out the door and going to a competitor. Here are ten of the most common reasons a retailer will lose customers:
- Online information and in-store information don’t integrate. Shoppers do a lot of research and expect stores to be consistent in social media, mobile, online, or off.
- Web orders can’t be easily returned. One of the flaws of shopping on the internet is the inability to try before you buy. Offering an easy store return process makes other purchases easier, too.
- It’s impossible to find more product information. Look at the people in the aisles — how many are researching that item for more details? Can staff look that up with a Mobile Assistant?
- Shoppers found better deals somewhere else. Those people on their smartphones are seeing where the bargains are on that item and your pricing does not compete.
- Customers don’t find what they are looking for in stock. Retailers have to understand what styles, brands, and assortments are being sought by shoppers today and have that inventory available now. Can staff order it easily?
- Your store doesn’t meet their needs. Customer behavior patterns must be identified so that loyal core audience is consistently satisfied.
- There’s no reason to come back. In-store experience is a memory that will either repel or appeal. What kind of memories do customers have of shopping at your store?
- A competitor sent a text message about their sale. Mobile marketing works because it reaches consumers instantly.
- Staff can’t answer questions about products. In-store technology like a mobile assistant equips staff to provide the service today’s retail customer expects.
- No benefits to being a customer. People like getting something extra, so give it to them with loyalty rewards, contests, and more. Can staff access CRM information to make sure loyalty programs are updated?