The bar is moving higher for what constitutes standout service.
Self-service content and smooth interactions across touchpoints are now considered must-haves for merchants; with them, customers’ expectations are fulfilled, while without them, brands risk falling behind.
To truly differentiate themselves, merchants must move beyond addressing existing questions and concerns to provide the content, products, and offers shoppers haven’t yet discovered. By anticipating customers’ needs, brands can prove their relevance and expertise, winning not only sales, but earning credibility and loyalty.
The holidays are a particularly ripe opportunity to begin building these long-term relationships. Prior to the 2018 holiday season, Deloitte found that although shoppers anticipated 77% of their gift spending would be with brands they already knew, fully 75% were willing to try a new retailer. Service-oriented factors such as better shipping policies, positive reviews, and recommendations help convince these potential new customers to try new outlets during the season, Deloitte found — and proactive service throughout the season can convince them to return.
To stay ahead of shoppers’ needs, merchants should combine personalization techniques with customer service messaging and loyalty club offerings to provide inspiration, foster trust, and earn loyalty.
You can learn more about the customer experience and how automating the shopper experience can engage your customers at every touchpoint by exploring Linc’s platform and solutions pages. Or take a look at how leading brands like Lamps Plus, JustFab.com and others are using an automated shopper experience platform as part of their customer experience strategies in their businesses today, in our resources page.