September 07, 2021
A customer walks into a retail clothing store and is approached by a sales associate, who welcomes them with a smile and a greeting.
The associate knows exactly what the guest is looking for, how much they want to buy, what their likes and dislikes are, their sizes, their favorite colors, etc.
It’s impossible for a sales associate to know that, even if the customer is a regular. A guest’s preferences change.
However, through the Mad Mobile platform, an associate can know everything there is to know about a guest, with a 360-degree customer profile that guides vendors in providing more personal and informed customer service.
The customer’s journey begins at home, where they can set appointments with a sales associate, search for their products, purchase products, and then choose their delivery method either in-store pickup or sent to the home.
Even online, the sales associate is there to guide the customer into the right size, combination of colors, or whatever the guest would ask, just as if they were in the store. This is also an opportunity for the associate to boost customer satisfaction, upsell an order, and generate the best customer experience possible.
JRNI is an appointment solution that is enhanced by the Mad Mobile platform technology, which provides a more complete 360-degree customer profile. Being mobile is no longer an app on a phone. In 2021, mobility is all about speed of information to your sales staff on the floor to provide the best customer experience possible.
Mobile technology empowers associates
By using in-store mobile point of sale technology, a retailer can give detailed customer and product information store associates need at a glance — so that every one-on-one appointment drives revenue and customer loyalty.
A personal touch by a sales associate goes a long way in the minds of a customer. Through a mobile device, an associate has the ability to send personalized texts or emails to the guest online.
This allows the associate to:
- Sell more easily with endless aisles and buy online, pick up in-store options
- Convert more customers by providing customer-specific product recommendations
- Grow revenue with more customers and more sales
- Drive customer loyalty by building personal relationships
- Increase efficiency and productivity
“We can start the process online with the customer shopping with coffee from their own bed,” says Megan Johnson, District Manager, Signet Jewelers. “It can become a virtual appointment, they can consult a team member in the store, we can have a full presentation where they get all the bells and whistles that we offer within the location.”
When the guest books an appointment with an associate to shop in the store, the clienteling technology continues in a personal matter.
Associates can have items prepared, displayed, and ready for the customer to view when they come into the store. This allows for more interaction, advice, and synergy making for the ultimate customer experience.
There was a demand for appointment-setting capabilities from current high-end brands. The result has been an experience that shoppers love.
Much of the demand was born from the COVID-19 pandemic in early 2020 as retailers needed to find a way to survive when brick-and-mortar stores were closed. Achieving mobility gives retailers that omnichannel power to ease COVID restraints and grant easy access for virtual appointments at home.
Moving forward
Customers want a seamless experience, and the demand for retailers to scale out omnichannel experiences that bridge the gap between eCommerce and in-store purchases is clear. Last year began a major shift to online buying, curbside pickup, and eCommerce.
Data shows that 80% of the revenue for retailers still comes from in-store purchases. However, the journey started further away in a digital world.
Technologies that retail employees can use in the store are the future. Connecting a buyer's journey from a simple keyword search online to a welcoming face in-store is how you get a smile from your customer after their purchase - and everyone appreciates a happy customer.
