{"id":16383,"date":"2023-11-08T09:34:33","date_gmt":"2023-11-08T02:34:33","guid":{"rendered":"https:\/\/qashier.com\/th\/?p=16383"},"modified":"2023-11-08T09:34:33","modified_gmt":"2023-11-08T02:34:33","slug":"the-sweet-spot-in-customer-service-understanding-in-store-preferences","status":"publish","type":"post","link":"https:\/\/qashier.com\/th\/en\/blog\/2023\/11\/08\/the-sweet-spot-in-customer-service-understanding-in-store-preferences\/","title":{"rendered":"The Sweet Spot in Customer Service: Understanding In-Store Preferences"},"content":{"rendered":"

The landscape of customer service has undergone significant changes in recent years. With the rise of online shopping, brick-and-mortar stores are constantly vying for the attention and loyalty of customers. However, the age-old adage, \u201cThe customer is always right,\u201d might be more nuanced than it appears at first glance.<\/p>\n

According to an enlightening study by HRC Retail Advisory in 2018<\/a>, a staggering 95% of customers would rather be left alone than be approached by staff when they visit a shop. This statistic offers a surprising insight into the preferences of modern-day consumers. So, how can retailers tailor the in-store experience, considering a customer\u2019s online behaviour? Let\u2019s find out how businesses can adapt to these changing tides.<\/p>\n

The balance between assistance and autonomy<\/span><\/h3>\n

It\u2019s crucial to recognise that customers nowadays cherish autonomy. Due to pandemic shopping habits, many consumers have become accustomed to the self-sufficiency of online shopping. They can research, compare, and make purchase decisions at their own pace, without interference. When they enter a physical store, they bring these expectations.<\/p>\n

However, this doesn\u2019t mean that in-store assistance is obsolete. Instead, the challenge lies in discerning when to offer help and when to step back. The goal is to provide an environment where customers feel empowered to seek help without feeling pressured or overwhelmed.<\/p>\n

Qashier\u2019s CRM: Strategising customer retention<\/span><\/h3>\n

Addressing this challenge requires intuitive service and cutting-edge technology. Enter Qashier\u2019s point of sale platform. With the omni-channel platform, Qashier allows merchants to host their business online and trace a customer\u2019s journey through an integrated e-commerce website<\/a>. This can provide invaluable insights to retailers about customers\u2019s preferences and behaviours, paving the way for a bespoke in-store experience.<\/p>\n

Additionally, when customers are purchasing items in-store, staff can enter customer\u2019s details and keep note of their preferences.
\nBy analysing this data, retailers can note when customers might want assistance and what type of products or services they tend to purchase. The connection of offline-to-online data allows retailers to build deeper, more meaningful customer relationships. Retailers can earn trust and foster loyalty by offering personalised experiences and anticipating needs based on online behaviours.<\/p>\n

For instance, if a particular customer frequently asks about new product launches, staff can flag this, and proactively share information about the latest arrivals. Conversely, if another customer has a history of browsing without making immediate purchases, staff can be informed to give them space, ensuring they don\u2019t feel pressured.<\/p>\n

Moreover, by combining the rich data from online interactions with in-store purchase history, retailers can craft exclusive offers, promotions, or loyalty programs that resonate with individual customers. This holistic view allows retailers to respond and proactively cater to their customers\u2019 evolving needs.<\/p>\n

Other ways that Qashier enables positive customer interactions<\/span><\/h3>\n

HRC retail survey<\/a> also noted that nearly 34% of respondents valued receiving promotional and sales information directly from their smartphones. Customers can quickly scan and access a link to provide promotional information by printing QR codes on paper receipts. Additionally, the survey concludes that nearly 30% of respondents said that being able to pay a sales associate from anywhere in the store was important, indicating that digital scanning technologies will play a growing role in retail. This shift is more than a trend. It underscores the increasing importance of wireless smart POS terminals such as the QashierX1.<\/p>\n

For businesses that want an upgrade, you can also integrate barcode scanners into your existing Qashier smart POS terminal, letting customers independently check product prices.<\/p>\n

In Conclusion<\/span><\/h3>\n

The future of in-store customer service lies in striking the right balance between offering assistance and respecting autonomy. Our smart POS is designed to help retailers strategise customer retention. While customers might lean towards independence, they still value the human touch when it\u2019s relevant and personalised. With tools like Qashier\u2019s CRM, retailers can bridge this gap, creating a shopping environment where customers genuinely feel at home. Therefore, by paying attention to these subtleties and being agile, businesses can optimise customer satisfaction online and in-store.<\/p>\n","protected":false},"excerpt":{"rendered":"

The landscape of customer service has undergone significant changes in recent years. With the rise of online shopping, brick-and-mortar stores are constantly vying for the attention and loyalty of customers. However, the age-old adage, \u201cThe customer is always right,\u201d might be more nuanced than it appears at first glance. According to an enlightening study by …<\/p>\n

The Sweet Spot in Customer Service: Understanding In-Store Preferences<\/span> Read More »<\/a><\/p>\n","protected":false},"author":29,"featured_media":16384,"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":[],"class_list":["post-16383","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-running-your-business"],"yoast_head":"\nThe Sweet Spot in Customer Service: Understanding In-Store Preferences - 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