After the peak of the pandemic, various sectors turned to technology to stay in the market, just like retail. Now is the time to continue these investments.
For many retailers, digital transformation was just a survival phase until the scenario returned to what it was before. Adaptations were necessary in purchasing, product pickup, and even customer service. Digital platforms were created to meet customer demands, which didn’t disappear with the pandemic.
The pandemic certainly transformed market dynamics quickly, however, these changes were so effective that their continuity should be considered by retailers in order to maintain a current and innovative market.
- Brand loyalty.
This is an extremely important point when it comes to keeping the market active. Through the introduction of mobile applications, whether new or improved, it provided customers with more convenience when placing orders, as well as in choosing them. Additionally, it enabled problem-free service with greater agility. And we’re not the only ones saying this – in a recent interview, Glenn Allison, Vice President of AI, Data and Innovation at Tractor Supply Co shared that store app users are more loyal to the brand, through good service and also through special services, such as discount clubs.
- Drive all innovation
Well, at this point customers are already using the app, they know the brand and are loyal to it, so now, what to improve? The first step is to maintain the quality of technological services already implemented. Huge or temporary investments are not necessary, but ensuring their quality is. However, customers are returning to physical stores, and improvement should also be considered in this scenario, and nothing is more powerful than frontline employees. As the face of the brand, they must be connected in order to leverage the greatest and best potential of these employees who represent the company and are in direct contact with customers. Innovation in training should be on the company’s agenda as well as the integration of the rest of the team.
- Optimize customer satisfaction
When we talk about optimizing customer satisfaction, we’re talking about improving their experience inside and outside the store. Customers have high expectations when entering the space, connecting with an employee, evaluating the product, and making the purchase. Technological solutions are great allies in this process, as they are a bridge between the customer and the employee. For example, applications that allow communication between team members to facilitate a purchase, or an eventual question, whether from the employee or the customer themselves. Investing in actions like these is a differential to achieve the perfect retail experience.
Now that you know how important it is to continue technological investments, access the following link https://biptt.com.br/ and get to know BiPTT, an instant communication platform.
See how we can help you integrate your team through technological solutions specific to your sector.
