There are only a couple of weeks left in this holiday shopping season and it is such an important time for retailers. Time may be short but there is still opportunity to offer great customer experiences to influence sales right now and into the coming year.
Customer Engagement strategies should be a top priority at this time. Even with the uptick in buying online you will still see your greatest foot traffic at this time of the year. So make the most of the opportunity you have now. A face-to-face encounter today can make a lasting impression.
Take time to actually look at your customer. For that moment this person is the only one that you are helping so make a connection with genuine eye contact.
Say “Thank You”. This is an oft forgotten gesture as you transition from one customer to the next. But if you have made a connection with the customer, even briefly by eye contact, the expression of thanks will feel real and be memorable.
Play the name game. Introduce yourself by name as you offer to assist a customer. This is a friendly way of breaking the ice and giving the customer the right atmosphere to share more information. The more you know about your customer, the better chance you have of helping them find what they are really looking for.
If your customer offers their name, use it. Using their name makes a personal connection. If they shared that they are selecting a gift for a specific person, you may comment with “I’m sure your (aunt, sister-in-law, friend, etc.) will appreciate the thought you put into selecting this gift.” to give assurance in their decision.
Respond to your customers on your social media channels. Time is of the essence and responding to comments on your socia media channels lets your customers know that they are doing business with people not a store.
After the holidays, follow up with your customers to see how the gift giving experience went. You can accomplish this through email and social media. You just might receive some tips for the next gift giving season.
Offer suggestions to your customers on how to present the gift they are selecting. And to come up with some ideas for those suggestions, get your employees involved with a little contest. Everyone throws in their best ideas on ways to present a gift and then let your employees vote on most original, most romantic, most daring, etc. and offer a prize for the employee that submits the most popular idea.
With just weeks left in this holiday shopping season it is important to make the most of the little things. By starting with the small things, you begin a foundation that can be built upon in the coming year. Great experiences become stories that are remembered and retold–to your soon to be new customers.