{"id":8619,"date":"2022-06-29T14:03:14","date_gmt":"2022-06-29T06:03:14","guid":{"rendered":"https:\/\/qashier.com\/sg\/?p=8619"},"modified":"2023-07-13T17:32:36","modified_gmt":"2023-07-13T09:32:36","slug":"design-impactful-retail-experiences","status":"publish","type":"post","link":"https:\/\/qashier.com\/sg\/blog\/2022\/06\/29\/design-impactful-retail-experiences\/","title":{"rendered":"Consumer psychology 3: Design impactful retail experiences"},"content":{"rendered":"<p><span style=\"font-weight: 400\">While only a few of us will ever set out to be business owners, and even fewer of us will own a physical store, almost all of us know the feeling of being drawn into a store.<\/span><\/p>\n<p><span style=\"font-weight: 400\">In an instant, that store made an impression on you. What pulled you into the store in the first place, the sights, the sounds? You also knew in a split second if you\u2019d want to stay and see what they had to offer, or leave.<\/span><\/p>\n<p><span style=\"font-weight: 400\">If you understand how consumers feel and think, your business can stand apart from your competitors.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Let&#8217;s look at three things you need to convert a mere window shopper to a loyal customer.<\/span><\/p>\n<p><b>Before that, let\u2019s ask: What makes a good retail experience?<\/b><\/p>\n<p><span style=\"font-weight: 400\">You need to hear this &#8211; creating a good retail experience extends beyond the store itself. It&#8217;s about marketing your products with a certain look and feel to give off an impression customers can associate with your store.<\/span><\/p>\n<p><span style=\"font-weight: 400\">While we cannot cover all aspects of branding, in this article we are going to give you an overview on what makes a good retail experience.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Also check out the other articles on Consumer Psychology:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><strong><a href=\"https:\/\/qashier.com\/sg\/blog\/2022\/06\/22\/how-music-increases-sales\/\" target=\"_blank\" rel=\"noopener\">Music to increase sales<\/a><\/strong><\/li>\n<li style=\"font-weight: 400\"><strong><a href=\"https:\/\/qashier.com\/sg\/blog\/2022\/06\/28\/consumer-psychology-colour-fonts\/\" target=\"_blank\" rel=\"noopener\">Colour and branding<\/a><\/strong><\/li>\n<li style=\"font-weight: 400\"><strong><a href=\"https:\/\/qashier.com\/sg\/blog\/2022\/06\/29\/what-customers-really-mean\/\" target=\"_blank\" rel=\"noopener\">Know what customers really mean<\/a><\/strong><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">So let\u2019s design a positive retail experience for your customers.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Brand experience<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400\">Unfortunately, in a 2021 survey on this aspect, Asian-Pacific countries <\/span><a href=\"https:\/\/martechasia.net\/news\/customer-experience-sentiments-lowest-in-singapore-and-hong-kong-in-apac-cinnox\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">scored low<\/span><\/a><span style=\"font-weight: 400\"> on customer experience.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Brand experience in-store includes a navigable store layout and a pleasant atmosphere. Customers want to look forward to an exciting store design and atmosphere when they enter your shop, and feel like they had a good deal when they leave.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Store atmosphere includes the physical characteristics of a retail store to attract customers, and is essential to the development and perception of your brand.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Your store&#8217;s atmosphere can directly impact its success. Customers not only care about how a store looks and feels, but <\/span><a href=\"http:\/\/www.sciencedirect.com\/science\/article\/pii\/S0167811696000158\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">research<\/span><\/a><span style=\"font-weight: 400\"> shows that a store\u2019s atmosphere directly affects customers&#8217; purchasing behaviour. They spend more money in shops with better ambience because of the impact on their mood.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Let\u2019s look at skincare brand Aesop. Apart from their consistent black, white, and bronze colour combination across their storefront and products, their stores implement soothing lighting and a neat structured display of their products.<\/span><\/p>\n<p><span style=\"font-weight: 400\">More importantly, stores have products out front for sampling, but it\u2019s the allure of its calm, minimalist interior that draws customers into the store.<\/span><\/p>\n<p><span style=\"font-weight: 400\">So how exactly does one create an atmosphere?<\/span><\/p>\n<p><span style=\"font-weight: 400\">Start with the basics. Make sure customers can see and understand what you are selling upfront by designing signs with a readable <\/span><a href=\"https:\/\/qashier.com\/sg\/blog\/2022\/06\/28\/consumer-psychology-colour-fonts\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">font and visuals<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Ensure your storefront is attractive enough to hook passersby. Find inspiration from the Internet, hire a designer, or learn from the best; look at how <\/span><a href=\"https:\/\/insideretail.asia\/2019\/07\/29\/a-special-place-how-starbucks-asia-stores-are-designed\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">Starbucks handle their design process<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Next, keep your store clean. Go the extra mile to keep your store dust-free, invest in an air purifier, or a scented humidifier. Note that some customers might be highly sensitive to smells. A natural scent should suffice.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Eliminate clutter around the cash register &#8211; get rid of notepads, and the mess of different payment devices by investing in a single smart point-of-sales (POS) system that streamlines your payment processes while digitalising your business operations.<\/span><\/p>\n<p><span style=\"font-weight: 400\">For example, just look at how Qashier client <\/span><a href=\"https:\/\/www.youtube.com\/watch?v=rtcAYlpw3C8&amp;t=90s\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">Flourish Bakehouse<\/span><\/a><span style=\"font-weight: 400\"> uses their store location in a colonial house to create a homely cafe atmosphere.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Finally, make all your customers feel welcomed. For example, if you sell expensive items or services, use \u201cbuy now pay later\u201d (BPNL)\u00a0 options such as Atome. This assures most of your customers can afford your products or services.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Besides, if you use <\/span><a href=\"https:\/\/qashier.com\/sg\/payments\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">a smart pos solution which allows all kinds of payments<\/span><\/a><span style=\"font-weight: 400\">, it\u2019s super simple for customers to choose the BNPL option.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Customer engagement<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400\">Customer engagement is part of a pleasant retail experience. Your staff must know how to mete out excellent service with in-depth product knowledge when called upon. They should be willing to explain and advise customers, or help find products.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Have you experienced either of the two scenarios?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">a.) You walk into a shop, and the retail assistant hovers directly beside you, commenting on every product you&#8217;ve touched or,<\/span><\/p>\n<p><span style=\"font-weight: 400\">b.) You walk into a shop, and everyone&#8217;s unbothered, so you leave because you can&#8217;t get help.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">While these are extreme examples, each scenario is one that you want to avoid. So it&#8217;s important to have digital touchpoints so customers who prefer to shop solo can do that. Plus, it also speeds up the shopping process.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Other ways to speed up the shopping process include running promotions for customers to pick up their online orders in-store or buying online and picking them up later.<\/span><\/p>\n<p><span style=\"font-weight: 400\">By allowing multiple options, you provide customers with a shorter wait time. For food and beverage (F&amp;B) stores, a hangry customer is not a pleasant customer. So let them order on <\/span><a href=\"https:\/\/qashier.com\/sg\/grabfood\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">Grab<\/span><\/a><span style=\"font-weight: 400\"> or <\/span><a href=\"https:\/\/qashier.com\/sg\/grabfood\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">QashierEats<\/span><\/a><span style=\"font-weight: 400\"> before picking them up at your store!<\/span><\/p>\n<p><span style=\"font-weight: 400\">Ultimately, you don&#8217;t need a huge budget to improve customer engagement.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Redeploy your staff to engage and interact with customers, rather than be busy tracking stock in the backroom. Invest in a smart POS solution &#8211; the <\/span><a href=\"https:\/\/qashier.com\/sg\/qashierx1\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">Qashier X1<\/span><\/a><span style=\"font-weight: 400\"> or <\/span><a href=\"https:\/\/qashier.com\/sg\/qashierxl\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">XL<\/span><\/a><span style=\"font-weight: 400\">, automated just that so staff can quickly look up products. Plus it keeps track of your merchandise for you, so staff will know when you\u2019re running out of stock.<\/span><\/p>\n<p><span style=\"font-weight: 400\">The next part of excellent customer service is knowing how to handle customer feedback and resolving issues as quickly as possible. This requires you to understand how customers feel in-store. You&#8217;ll need some way to collect customer feedback as they leave the store, so they can let you know if service standards were as expected.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Send an online feedback form with an incentive for a discount, or perhaps a <\/span><a href=\"https:\/\/support.qashier.com\/sg\/en\/articles\/4206123-conducting-customer-satisfaction-surveys\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">touchscreen feedback panel<\/span><\/a><span style=\"font-weight: 400\"> to survey how satisfied the customer was without making them feel hassled.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Shorter wait times, faster shopping times<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400\">Despite the rapid rise of online shopping, customers still enjoy the physical experience of shopping in-store. A 2021 <\/span><a href=\"https:\/\/www.prnewswire.com\/news-releases\/new-research-from-dimension-data-reveals-uncomfortable-cx-truths-300433878.html\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">study done in Asia<\/span><\/a><span style=\"font-weight: 400\"> finds that customers value human interactions greatly despite the Covid-19 surge in digital interactions.<\/span><\/p>\n<p><span style=\"font-weight: 400\">So the in-store experience and human interaction whilst shopping will still be important. And it\u2019s clear to see that Asian shoppers value the personalised experience when they get it at the stores, based on <\/span><a href=\"https:\/\/www.mckinsey.com\/featured-insights\/asia-pacific\/the-trailblazing-consumers-in-asia-propelling-growth\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">marketing statistics<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\n<p><span style=\"font-weight: 400\">In-store, the shopping and payment experience can make or break your customer&#8217;s purchasing decision. A <\/span><a href=\"https:\/\/knowledge.wharton.upenn.edu\/article\/beware-of-dissatisfied-consumers-they-like-to-blab\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">Wharton study<\/span><\/a><span style=\"font-weight: 400\"> shows that customers want to feel that store assistants are proactively helping to speed up the shopping process, especially if the check-out line is too long.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Just look at how customers <\/span><a href=\"https:\/\/www.ntu.edu.sg\/business\/news-events\/news\/story-detail\/-physical-stores-tap-tech-for-better-shopping-experience\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">rave<\/span><\/a><span style=\"font-weight: 400\"> about the customer experience at Love Bonito since they gave customers a queue number to continue shopping instead of queueing for the changing room.<\/span><\/p>\n<p><span style=\"font-weight: 400\">And of course, Uniqlo&#8217;s <\/span><a href=\"https:\/\/asia.nikkei.com\/Business\/Fast-Retailing-to-adopt-smart-tags-for-swift-self-checkout\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">multiple digital self-check-out machines<\/span><\/a><span style=\"font-weight: 400\"> have received much praise from shoppers.<\/span><\/p>\n<p><span style=\"font-weight: 400\">But for a small business, what\u2019s the best way to speed up the check-out process for a better customer experience?<\/span><\/p>\n<p><span style=\"font-weight: 400\">You can digitalise your payment systems while keeping the human touch. Invest in a <\/span><a href=\"https:\/\/qashier.com\/sg\/qashierpay\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">smart POS system<\/span><\/a><span style=\"font-weight: 400\"> that lets customers pay through a card or e-wallet. This will speed up transactions as they don&#8217;t have to fumble with cash and change.<\/span><\/p>\n<p><span style=\"font-weight: 400\">You can also <\/span><a href=\"https:\/\/qashier.com\/sg\/blog\/2022\/04\/04\/5-ways-qr-codes-elevate-your-business\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400\">print a QR code<\/span><\/a><span style=\"font-weight: 400\"> on your receipt for an &#8220;aftersales&#8221; touchpoint. Customers will keep connected with your store if your QR code leads them to your social media page or a feedback form, especially if it leads to a social media page where you can keep them excited with new product updates or sales. Your marketing reach extends beyond the point-of-sale, making sure you stay in the mind of your customers.<\/span><\/p>\n<p><b>So, is the smart POS solution the answer to an impactful retail experience?<\/b><\/p>\n<p><span style=\"font-weight: 400\">Well, yes. Investing in one lets you keep operational tasks on a back-burner. It fully automates admin processes, freeing your time to generate new ideas for your business.<\/span><\/p>\n<p><span style=\"font-weight: 400\">If you want:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">A clean, smart interface for a clutter-free counter<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Inventory management<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Solution to offer and track customer rewards\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">You&#8217;ll realise that a smart POS solution can improve your store experience by leaps and bounds.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Other digital solutions for businesses include QR code table ordering, table management (F&amp;B), employee management, customer relationship management (loyalty programs), inventory management, data analytics, and cashless payments in an all-in-one device.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Qashier promises a seamless setup within 10 minutes without needing technical expertise. It boasts a user-friendly interface that is simple for anyone to learn and use. In addition, you&#8217;ll find 7-days-a-week responsive technical support from the local team if you require assistance.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Speak to us to see if Qashier&#8217;s Smart POS can meet your business needs. Find out how Qashier\u2019s Smart POS can meet your business needs. <\/span><span style=\"font-size: 16px\">Schedule a meeting with us <\/span><a style=\"font-size: 16px\" href=\"#sign-up-now\">here<\/a><span style=\"font-size: 16px\">, call us at <\/span><a style=\"font-size: 16px\" href=\"tel:3165 0155\">(+65) 3165 0155<\/a><span style=\"font-size: 16px\">, <\/span><a style=\"font-size: 16px\" href=\"https:\/\/wa.link\/47iwaz\">WhatsApp (+65) 8882 8912<\/a><span style=\"font-size: 16px\">, or email <\/span><a style=\"font-size: 16px\" href=\"mailto:hello@qashier.com\/sg\">hello@qashier.com\/sg<\/a><span style=\"font-size: 16px\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>While only a few of us will ever set out to be business owners, and even fewer of us will own a physical store, almost all of us know the feeling of being drawn into a store. In an instant, that store made an impression on you. What pulled you into the store in the &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/qashier.com\/sg\/blog\/2022\/06\/29\/design-impactful-retail-experiences\/\"> <span class=\"screen-reader-text\">Consumer psychology 3: Design impactful retail experiences<\/span> Read More &raquo;<\/a><\/p>\n","protected":false},"author":15,"featured_media":8622,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","site-sidebar-layout":"default","site-content-layout":"default","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[59],"tags":[136,105,134,104,102,98,75,86,90,78,135,73],"class_list":["post-8619","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-running-your-business","tag-branding","tag-communication","tag-consumer-psychology","tag-customer-loyalty-program","tag-customer-relationship-management","tag-digitalisation","tag-investing-in-a-pos-system","tag-qashierx1","tag-qashierxl","tag-qr-code-ordering-system","tag-retail-pos-solutions","tag-smart-pos-system"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Consumer psychology 3: Design impactful retail experiences - Qashier Singapore<\/title>\n<meta name=\"description\" content=\"Understand how consumers feel and think and your business stands apart from your competitors. 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