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How to Efficiently Enhance Customer Experience in Your Retail Store

Most businesses are in need of a solution that would add efficiency to the business as well as allow the servers and bartenders to spend more time in front of patrons, adding onto orders and enhancing the overall customer experience. Customer satisfaction in retail operations is based on multiple components, including brand availability, size inventory, sales staff knowledge and overall ambiance of a store. One of the more annoying aspects for customers, although a positive indicator for retail owners, is standing in line waiting to check out with the merchandise. Retailers might be surprised to learn just how many customers have simply abandoned their purchases because the wait was daunting.

According to some retail industry analysts, the term “point-of-service” is more apt than “point-of-sale” for these retail systems. After all, one of the primary benefits of these systems is that they can offer new services that enhance the customer experience as well as check out the customer much quicker. Technology is playing a central role in those efforts. While some companies are squeezing more value from existing retail systems, others are investing in technologies with new capabilities that can have a positive and rapid impact on the bottom line. Point-of-sale (POS) systems are a prime example. According to “Retail Investment Technology Priorities for CIOs,” published by Forrester Research, POS applications are one of the six investments selected as priorities by more than half of all retail CIOs. The other areas include loyalty, merchandise/price optimization, customer management and in-store promotion. Some mid-sized companies plan to retrofit existing POS platforms, but others are turning to the latest POS software and infrastructure offerings in an effort to cut operating costs while also providing capabilities that can attract repeat customers.

It is true that it is harder to increase sales in these tough times. But don’t attempt to do so by cutting back on the high-quality service that your clients have come to expect from you. For example, if you are an electronics retailer, now is the time to maintain and motivate those experienced sales and service reps who have the knowledge and experience to help set up, install and repair, all of the computers you sell, and most of the others that clients may bring in to your store. Some chains have developed special service squads in an effort to address ALL their customers’ technology woes regardless of where their purchases were made and have racked up market share in doing so. Customers want to feel that they can depend on receiving high quality service from you each and every time they come into or call your store.

A POS solution is extremely efficient and allows the staff to spend more time with their customers, offering the best service possible despite high traffic. An easy to use system also reduces the amount of time needed to train new employees to use the system, enabling new associates to be efficient right from the start. For example, POS systems can provide new self-service opportunities. The labor cost of sales can be an enormous financial burden on many retailers. By giving customers fast and easy ways to find product information and make purchases through self-service kiosks, scanners and automatic payment systems, POS systems can help retailers work smarter by avoiding some of those labor costs while creating a positive customer experience.