What Do You Do When 95% of Your Customers Want To Be Left Alone
Anyone who has ever told their story of a bad retail experience will soon find the conversation turn into a bad retail experience olympics. When there were no other options it was easy to get away with a poor retail experience. Now, it’s time to admit the retail experience as we know it has lost relevance, and it is time to embrace retail’s new dawn.
Today, 95% of consumers want to be left alone while shopping unless they need a store associate’s help, according to a new consumer survey by HRC Retail Advisory. Shoppers have lost interest in the hands-on service from store associates, and instead prefer to get information and help from technology, and primarily on their mobile phones.
Other Technologies Your Customers Want
- 76% rated and in-store app with personal recommendations as important – customers prefer to get advice from social media, particularly when buying apparel
- 85% want to be able to check prices through a scanner or a phone versus with a store associate
- 30% want to be able to make a transaction with an associate from anywhere in the store
- 52% say an in-store personal shopper who helps them choose products is important when shopping for technology items
Technology that provides product information and eases points of friction are the best investments retailers can make. People are still key to the customer experience, but retailers need to curate the in-store experience to remain relevant.