The way we shop has certainly changed over the past couple of years. Online sales are booming as customers either couldn’t visit physical stores or preferred the ease of buying online. However, there is still a massive opportunity for physical stores to dominate if they get their service right in store. Their focus has to be on solving their customer’s problems, not being order takers.
Retailers have to embrace innovative solutions to provide seamless, personal and immersive experiences that satisfy and delight their customers. This is both online and in store.
A new trend that is going to become more wide spread, is for online customers to be hosted via a live engagement solution that connects across all channels. This is a focus for a number of luxury brand retailers who are now using digital channels to amplify their vision, convey their messages and develop intimate connections with customers.
However, this is not just the domain of luxury retailers, as customer demand grows for this type of service, expect to see this more widely available.
Smart retailers are creating immersive virtual boutiques that bring sales consultants face to face with customers who are shopping from home. Using high-definition video and screen sharing, these highly training consultants supercharge the digital experience. The result being they raise conversion rate and average sale as well as build strong brand loyalty.
Retail brands that are using video demonstrate the power of live interaction, compared to shoppers undertaking self-serve. Some retailers have achieved a five times better conversion rate and a 54% increase in average sale. These are fantastic results and demonstrate the power of having highly trained and passion sales consultants couple with the power of technology.
Roger Simpson – CEO, The Retail Solution and Author of “The Ultimate Retail Sales Experience” With over 35 years’ industry experience, Roger Simpson is recognized as Australia’s #1 Authority on customer ROI in the retail industry and as a global expert on staff coaching, customer service, and selling skills.
