Adopting Customer-Centric Practices for Better Customer Service

Have you ever received an email or text message from a store telling you that the price of a product you’ve recently looked at was just reduced? Of course you have! Did it make you feel that the store cared about you? Likely it did, since the store is making less profit on your sale by alerting you to the price reduction. This is just one example of a retailer using customer-centric practices. At the beginning, state and local health departments strictly limited the number of people allowed to be in any one store, making appointments necessary to prevent having to turn shoppers away. However, as the pandemic lingered and health restrictions eased somewhat, shoppers found that they liked the idea of a shopping appointment instead of being a walk in shopper.

What are customer-centric practices?

Shortly put, customer-centric practices are those business practices that put the customer first. In a retail environment, they foster customer loyalty and help cement your brand experience with the customer from the moment they enter your store to when they are finished checking out. These practices put the customer over revenue…with the expectation that a good customer experience will ultimately lead to increased revenue. Examples of customer-centric practices include customer loyalty programs and apps where customers can engage with your store even before they enter the building.

How to use customer-centric practices

1. Let technology guide you. Modern technology, like Ombori Grid, can enhance the customer experience both in-store and online with interactive customer displays, online ordering and endless aisle functions for customers to order out-of-stock items, queue management systems and alternative shopping experiences, such as buy online, pickup in store.

2. Pay attention to your churn rate. The cost of attracting new customers is up to five times that of retaining your existing customers. That’s why it’s important to know your churn rate. That’s the percentage of customers you’ve lost compared to your overall number of customers.

3. Ask for customer feedback. Most customers are eager to share their feedback about their experience with your store. This not only gives you valuable, actionable information, but it sends the message to your customers that you care about their experience and their opinions.

About Ombori

Ombori is an innovative technology company that provides a platform for ready-to-use, customizable, modular solutions for interactive in-store screens and mobile devices. In addition to Ombori Grid, the Swedish-based company offers queue management systems and appointment booking apps. Ombori is also the creative force behind such revolutionary in-store technology as a talking mirror that asks shoppers to take a selfie with it and an interactive window display that lets passersby shop without even entering the store.

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