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Bridging the Gap Between Your Ecommerce and Physical Retail Location »Small Business Fire

Bridging the Gap Between Your Ecommerce and Physical Retail Location »Small Business Fire

Running an online business and a physical retail store can be challenging. It can be especially difficult to make both work seamlessly whil

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Running an online business and a physical retail store can be challenging. It can be especially difficult to make both work seamlessly while providing the same amazing experience to your customers.

But with the right know-how, you can bridge the gap between your e-commerce store and your brick-and-mortar retail location.

Access to data to better understand the customer journey

To bridge the gap between e-commerce and physical retail, it is important to understand how customers deal with the different channels as they move through the purchasing process.

Accessing data can help you better understand how customer behaviors and preferences change.

So you need to track customer data about your online store, your brick-and-mortar store, individual listings, marketing content and more to better understand your customers.

You can then identify gaps between the online and in-store experiences and take the appropriate steps to improve conversion rates, both at your physical retail location and online.

Enable customers to use in-store devices to access content

Providing informative content online and offering special in-store discounts is one way to help customers and get more customers into your physical store.

But you can also make things work the other way around by enabling customers to access online content through devices in the store.

For example, you can provide QR codes to customers in the store. A customer will then simply scan the QR code while in your store to find out additional product information.

Many customers prefer to shop online because they have access to more information about a product. By making it easy to access that content when customers are in your store, you can better ensure that they make the purchase on the spot rather than waiting to think about it and make the purchase online later.

By providing easily accessible additional product and brand information when customers are in your store, you can streamline the shopping experience, retain more customers and foster a positive customer experience.

Supports modern shopping experiences

Today’s customers like to have multiple choices regarding purchase and delivery or pickup.

For example, a customer may visit your brick-and-mortar store to purchase a product or the customer may purchase the item online.

A customer can also use your physical store as a showroom to see products in the flesh before making the purchase online.

Alternatively, a customer can look at a product online and then visit your store to buy it.

Furthermore, customers want more and more delivery and pickup options. For example, they want to buy online and pick up in the store, or even buy online and pick up along the edge, which means they do not even have to go into a store.

By understanding your customers’ behaviors and desires and offering them various ways to complete purchases, you will soon be able to bridge the gap between your online and offline stores.

Locate the customer experience

Today’s customers are increasingly looking for more personalized shopping experiences, both online and in physical retail stores.

One element of personalization that you should consider focusing on is the localization of digital and in-store experiences.

For example, you can use social media to communicate with customers about local events and news and get more online users into your store by providing in-store demonstrations and events.

You can also make the customer service element a more localized experience. For example, if you sell your products around the world, existing and potential customers are more likely to communicate with your brand if you can provide customer service in multiple local areas.

However, you do not have to set up customer service centers around the world. Instead, you can use a VoIP phone service that uses local phone numbers.

This way, when customers call you or you call customers, the phone number will be local to the specific customer’s locations. In turn, this means that customers feel more connected to your business and better value your customer service.

Eventually this leads to more sales.

So, for example, if you have a large customer base in Texas, but your business is located in another state or country, you can easily get a Texas phone number.

Your Texas customers will then think they are calling a local number, even if you are located halfway around the world.

By meeting customers locally, you will make your brand look more authentic and boost performance across all sales channels.

Personalize the customer experience

One challenge facing physical retail and online retail store owners is to provide the same kind of personal care to customers who order by phone or online as they would to customers who see them face-to-face.

Getting localized phone numbers is one way to improve customer service. And hiring agents to answer the phone or email during times when your physical store is closed will allow customers to make inquiries and purchases at times that suit them.

So you can provide better customer service and make more sales.

Also consider providing customers with options such as video chat calls, which will enable you to continue to provide personalized customer service, even if it is not face to face in the flesh.

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