Take In-Store Customer Engagement to the Next Level

In-store customer engagement is a cornerstone of any successful in-store purchasing experience. It can also be the connecting link between turning a one-time customer into a returning one. And taking it to the next level is easier than you might think, often requiring little more than tiny but impactful conveniences that support in-store processes and ensure a streamlined checkout from start to finish.

Of course, ramping up in-store engagement has been a tough endeavor for retailers amidst the COVID pandemic. Social distancing, mask requirements, and contactless purchasing have taken the focus off of engagement-focused in-store marketing solutions, putting it instead on adaptations and conveniences that prioritize customer health. These will remain important well into 2021, but as the world starts opening back up, so too do the opportunities for boosting customer engagement in the store and helping create more happy shoppers.

Here are some ways to do it.

3 Ways to Up Your Retailer Engagement Strategy

Even if your in-store experiences are mostly relegated to curbside pickup and BOPIS (buy online pick up in store) at the moment, you still have quite a few things that you can do make the shopping experience as pleasant as possible for your customers—and as profitable as possible for your business.

At flexEngage, we work with retail and channel management teams to implement solutions that increase in-store engagement and keep customers coming back. Here are three that you might want to consider implements as part of your own engagement strategy:

1. Digital receipts

Forget paper receipts that just get tossed on the way out the door. Digital receipts provide customers with essential information that’s much more convenient to hold on to. They also provide additional opportunities for revenue, with personalized product recommendations and content all targeted toward snagging that next sale.

2. Ecomm notifications

Use ecomm notifications to build brand loyalty, as well as to monitor trends that you can utilize later on to provide your customers with the experience they’re looking for. These notifications—think order and ship notifications, tracking notifications, etc.—help personalize BOPIS and curbside orders, making in-store engagement happen even when your customers aren’t actually spending a ton of time inside.

3. Tracking notifications

Speaking of tracking, use enhanced order tracking solutions to stay connected with customers through every step of their purchasing experience. They’ll help you foster more loyalty from the very second that the initial sale is made, and will also assist in maintaining excitement while the customer is waiting for their order—and after they get it, too.

Don’t Forget the Three R’s

The keys to successful in-store customer engagement can be summed up by the three R’s:

• Resonance
• Relevance
• Reliability

By investing in solutions that are geared toward these goals, you stay top of mind with your customers and also invite them back to your store in both direct and indirect ways. You also make it more likely that they’ll make a purchase when they visit, since communications are centered on personalized preferences, including products and behaviors.

A great customer experience doesn’t just happen by accident. If you put in-store engagement at the top of your priority list, you’ll end up with customers who feel heard, seen, and satisfied. You’ll also make it easier to incentivize future purchases, with targeted content that meets each customer exactly where they’re at.

If you’re ready to go to the next level with in-store customer engagement, we’re here to help. Get in touch to learn more about our in-store retail solutions, including those that bridge the gap between your digital presence and your physical one. Together, we can make sure that your customers aren’t just happy, but that they’re also encouraged to return for additional purchases.