In just the span of a few years, online retail has massively changed how ordinary Filipinos shop, with many now depending on e-commerce platforms to deliver their essentials. While this shift has affected brick-and-mortar businesses, it has not caused them to disappear as many initially expected. Rather, the popularity of online retail has forced brick-and-mortar businesses to transform the shopping experience into something more.
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For most business owners, this means stepping up beyond basic customer service to make customers want to come back. The principle holds true whether one is running a café, a boutique, or even a neighborhood clinic. After all’s said and done, the in-store experience must be that much better than what your customers can enjoy online.
The good news is, you don’t need to spend millions to offer a great in-store experience. With the right tools, even modestly sized businesses can boost customer satisfaction and go head-to-head with their biggest competitors. Try these practical tools and ideas at your own brick-and-mortar location.
1. Digitize Your Menu, Catalog, or Service List
Printed menus and service brochures can get outdated fast. When that happens, you increase the odds of discrepancies between what you offer and what you can actually deliver. This can potentially result in dissatisfaction, especially if a customer learns that something they wanted is no longer available or they had to pay more than they expected.
While you shouldn’t necessarily ditch all your physical menus, you may also want to offer a digital version that’s accessible via QR code or mobile app. This will make it easy for customers to explore your offerings, view real-time updates, and even discover promos you might be running.
2. Integrate QR Code Payments
Speaking of QR codes, Filipinos have dramatically increased their use of QR payments, using them to facilitate transfers between bank accounts and popular e-wallets. Offering a static QR code at the counter or a dynamic one over a point-of-sale (POS) system helps minimize input errors and speed up transactions, resulting in a much better experience. Using a solution like Maya for QR code payment Philippines-based business owners trust can also make the payment process a lot more secure.
3. Let Customers Book Reservations Online
Filipino shoppers are now far less willing to wait in long queues, with many leaving as soon as they see lines snaking around your store. This is especially true if you’re in an area where your competitors are also located. So, to keep lines short, consider using online booking platforms to facilitate reservations or “click-and-collect” purchases. These systems allow customers to reserve their preferred times, receive confirmations, and avoid unnecessary queues, improving their overall experience.
Your other customers will benefit with online reservations systems, too. Because some of the other customers will have reserved slots online, walk-in clients also face shorter lines and wait times. Your staff will also have fewer customers to deal with in-store at any given time, allowing them to deliver better service.
4. Install Digital Signage to Keep Customers Informed
If long queues and waiting times can’t be helped, you should, at the very least, keep your customers informed and engaged. A well-placed screen showing queue status, store updates, or product highlights can keep customers engaged while they wait, increasing their tolerance for delays and maximizing the chances they’ll happily complete their purchases.
5. Set Up Fast Feedback Collection at Your POS
Set up a QR-linked survey on your paper receipts or at your digital signage to collect quick feedback from your customers while they wait or right after they’ve completed a purchase. These can be especially valuable since you’ll be collecting data when the customers’ experiences are still fresh on their minds. Just as importantly, offering these surveys signals that you care about your customers' experiences, which helps build your brand further.
6. Offer Free (But Secure) Wi-Fi with Optional Sign-Up
Free Wi-Fi makes it that much easier for customers to scan your QR codes, and it also makes them more comfortable staying longer. This can be an especially serious consideration for businesses that can’t always speed up turnover, as the internet connection can help keep customers engaged as they wait. For even more benefits, only offer free access in exchange for a quick email or mobile sign-up. This way, you can build your database for future marketing campaigns.
7. Set Up a Mobile-First Loyalty Program
Some of your customers don’t want yet another stamp card in their wallet. You can better earn these customers’ loyalty through digital programs accessible through an e-wallet or digital banking app. Aside from serving as a practical alternative to traditional loyalty cards, these solutions also open up more opportunities for targeted promotions and re-engagement later on.
Bring Your Traditional Storefront to Your Modern Customers’ World
Maintaining a brick-and-mortar shop in the digital age means adopting modern solutions. Picking the right digital tools for the job will enable you to offer and deliver next-level in-store experiences, ramping up convenience and connection with today’s increasingly demanding customers. Try these ideas and, soon enough, you’ll be transforming everyday interactions into memorable experiences that build loyalty, keeping your storefront growing amidst growing e-commerce challenges.
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