I have spoken many times about retailers needing to create positive in-store experiences to ensure customers not only purchase during that visit but are tempted to return. Retail spending is trending more towards experiences rather than material items. However, whatever you sell, by creating a consistent, genuine and customer focused experience, you are more likely to achieve a sale. And it’s more likely the customer will spend more than they intended when they first walked in.
A positive experience also creates an emotional connection between your brand and the customer. According to research carried out by the Temkin Group, three components of the customer experience had a strong effect on loyalty. The three components included, success, effort, and emotion. The most important of these three was emotion.
I thought I’d share a very informative infographic that explores the impact of emotions on customers and their loyalty. This infographic, courtesy of Provide Support, is well worth sharing with your team to look at ways that your business can improve in this critical area of customer experience.
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.
