We are firmly in the age of the digital shopper. And when you are dressing up your website to ensure that its customer-friendly, it’s possible not to see the wood for the trees. In other words, if you are someone who focuses purely on online practices, you might very well be selling your business short. Many companies are moving away from exclusively online practices and engaging with people offline. But are there ways for us to our online and offline methods so the customer and the business can benefit?
Providing Various Payment Options
We live in an age where people can pay through their phones, credit cards, contactless, as well as online. And we must provide all of the options. Whether it’s through credit card processing like on this website, or ensuring that a customer can write a cheque to us, if we accept various forms of payment, in the real world and online, we stand a better chance of building a better relationship with the customer.
Continuity From Online To Offline
As we are so accustomed to searching for an item online by typing into the search box, if we’re looking for something in the real world it can feel a lot more challenging to accomplish. If we provide a sense of continuity and ensure that search engine visibility works in the physical store as well, it makes everything easier to find, reducing waiting times, and helps a customer to get their bearings.
Letting Customers Contact Us The Way They Want
Some like to use the phone, others want to send a message via email, and many want that personal touch. These days we’ve got to provide a comprehensive approach to communication. And it’s surprising how many businesses hide behind their website. Instead, if you can provide as many different methods of communication, as well as that all-important phone number at the bottom of the website, it gives the customer the power. They need to get information quickly, but they also want to do it in a way that they are happy with. We live in a 24/7 culture, and this means if it’s impossible to phone someone at 3 o’clock in the morning, then we have to send an email. Providing as many different channels as possible makes life easier for both sides.
Automating As Much As Possible
As automation is crucial for the internal processes of a business, this works in the customer’s favor as well. Automation, through self-service cash registers, makes the most of your staff members. As they can concentrate their efforts elsewhere. Customers want to shop quickly now, but they also want the option to pay for things in the way they want, whether online or offline.
It seems that now, combining online and offline methods of liaising with a customer work best. So many businesses now exclusively trade online through e-commerce, that we are losing that ability to communicate with a customer effectively. It’s time to bring this back, but still, take advantage of what the online practices can utilize.
