Customer service is one of the top factors people consider when they decide whether or not to visit your store. The RightNow Customer Experience Impact Report notes that “89% of consumers have stopped doing business with a company after experiencing poor customer service.” A second statistic, from Parature, says that “it takes 12 positive customer experiences to make up for one negative experience.”
There’s more competition than ever before and the stakes have never been higher—it’s predicted that by 2016, Americans will spend over $325 billion online. Online-only retailers are growing their market share leaps and bounds because they don’t have the overhead of operating a B&M location and can offer rock-bottom prices on products delivered right to your door. This can be hard to resist, so stores are fighting back with improved loyalty plans, digital signage and omni-channel marketing.
The customer is still always right
Despite all of these technological advances, the customer is still king and it’s the face-to-face interaction in-store that will largely determine whether or a not a shopper returns. And as shoppers look to buy more and more products online, retailers are investing more resources to ensure that every customer service interaction is a good one.
Much of customer service begins with staffing and understanding the busiest times. You don’t want to be the retailer where the checkout lines are always long and people are frustrated because there’s no one on the floor to help them.
At its most basic level, retail traffic counters can tell retailers how many people are visiting the store and how long they are staying. Retailers may also employ these counters around the store to determine what the busiest departments are, and if more staff is needed at changing rooms.
Using a retail traffic counter helps to optimize a retailer’s staffing so there are enough employees on-hand during the busiest shifts and ensures you are not wasting money by having too many people on the floor during slower times.
Lost in Aisle 5
Another common complaint you may hear is that “I can never find anything!” If you have a retail traffic counter and you use it in conjunction with your point of sale system, you can identify what the hot selling items are and place those displays front and center so people aren’t wandering around aimlessly searching for a certain product.
Retail traffic counters can also determine what areas people are visiting around the store and assist with the planning and resetting of displays. By evaluating the way people traverse your store, you can see which pathways are the most frequented, which areas are underutilized and where there may be issues like crowding.
Retail traffic counters help keep eyes on nearly every aspect of your retail store. Gathering these analytics can help you make the changes for a better, faster and more pleasant customer experience at your business.