Do Your Customers Know More Than Your Sales Staff?

Do you know that research shows consumers no longer perceive a distinction between online and brick and mortar shopping? Whether it’s buying from their laptop, browsing main street shops or hanging out at the mall, it’s all shopping. To adapt to the competitive new reality, smart retailers are drawing on classic retailing truths of the past and augmenting them for the now.

Innovative retailers are embracing this new reality, using digital to extend their storefronts. These are five observations on how shopping is changing.

Today’s typical consumer is much better educated than ever before. Fast talking sales people have lost their edge when it comes to being pushy in closing a sale using a customer’s ignorance to move them to a substitute.

In the past people came into stores with little to no knowledge and relied on a salesperson to advise them on what to buy.

Today’s shoppers have become accustomed to doing their own research to get the maximum value out of every dollar they spend, and to feel secure about the purchases they’re making. 

With this power shift comes a great opportunity for retailers; those that use tools and insights from the web have the opportunity to close the gap between the smart online consumer and the offline retailer, and to stand out in a competitive marketplace. 

Every moment in a consumer’s educational journey matters. To win these moments, smart retailers need to be there when inspiration strikes consumers and as they start researching purchases online.

The Google Effect has changed shopping from the bottom up. There was a time when a person searching for information would have turned to a library, opened an encyclopedia, or maybe contacted a professional for the answer.

Today that same individual goes to their computer, smartphone, or tablet, points that device to Google (or their search engine of choice) and within seconds accesses not one, but many possible sources of answers to their query. Yes, it can be argued that in some cases their information and answers may be incorrect, but they are still going to feel empowered.

Is your business ready for this new breed of shopper?

SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

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