Online Shopping Vs. Bricks and Mortar, Some Interesting Insight

Over the last few months, we have talked a great deal about the impact of online shopping and the trend towards downsizing retail locations in exchange for a greater online presence. It is no secret that the convenience offered by online shopping has become a major influencer when it comes to consumer purchasing behaviour – but maybe we’ve gotten a bit ahead of ourselves in assuming that bricks and mortar downsizing is the way of the future!

Check out this recent article from the L.A. Times. According to the article, assuming that most companies are moving more towards an online-only existence is incorrect: “After years of squeezing traditional retailers, e-commerce companies that were once digital-only are seeing the value of hanging up shingles in malls and bustling shopping streets.”

Apparently many retailers are beginning to recognize the desires of different types of shoppers, and are acknowledging the fact that many shoppers don’t actually want to make all of their purchases at the click of a mouse. The sensory aspect of shopping in a bricks and mortar location is undeniably attractive to many consumers – and obviously something that can’t be found online. 

Although this is more significant for retail locations, it does has some important implications for the consumer packaged goods industry. The assumption has been that in the near future online grocery shopping will finally make a major move into the online world – but perhaps too much so. If this article is any indication of the way things are moving, continuing to ensure great service and customer loyalty will remain as important as ever.

To find out more about the impact of online shopping on bricks and mortar stores and how to continue to break through the competition barrier please contact Storesupport today by calling 905.847.6513.

Customer Service Dilemma – Are Your Customers Abandoning You?

We all know how important customer service is in the retail world; often customer purchases, and more importantly customer loyalty, hinge on the level of service someone receives. If you provide customers with what they want, they have no reason not to return, but if you can’t serve them, and serve them well, what is stopping them from heading to a competitor?

Check out this great infographic from Entrepreneur.com “The Skyscraping Cost of Bad Customer Service” http://www.entrepreneur.com/article/232580. We all know that customer service is important – but what is the real cost of bad customer service?

The true value of great customer service cannot be overstated. According to the infographic, businesses in the U.S. lose over $80 billion every year thanks to abandoned purchases and defections to the competition as a result of poor customer service. That is huge!

Some interesting and thought provoking findings:

-        89% of customers who receive poor service will abandon your brand for the competition

-        64% of customers say service is more important than price when it comes to brand loyalty

-        55% of customers would pay more to guarantee great service

-        64% of customers said that a company’s customer service reputation is very important

So what are you doing to ensure your levels of customer service are high enough to encourage loyalty and keep people coming back? How do you handle customer service both in store and online? Are your customers receiving the level of service you want, and if not, how can this be remedied?

                                             

For more about ramping up your customer service levels, Storesupport can help. Contact us today to find just how much merchandising services can positively impact your customer service levels. Call 905.847.6513.

Generational Brand Loyalty: 25 Vs. 50 – Is There Really a Difference?

It seems as though generational brand loyalty has become a hot topic in the retail world –and we agree that this is for good reason. It is more than obvious that buying behaviour differs depending on age, but it isn’t enough to just accept that they need to be catered to in different ways. Without knowing what is important, how can you even begin to understand and develop a plan if you don’t know what this age group wants?

Check out this great infographic from XYZ University. Based on the responses of over 2000 Millennials (aged 18-33), the survey found some interesting and insightful information that you can take to the bank.

Findings:

• 64% of Millennials responded that they believe they are just as brand loyal, if not more so, than their parents.
• 52% say that brands really need to listen to customer feedback and respond to it.
• Women are more concerned about consumer-focused brands, eco-friendly brands and those that have a focus on fair business practices.
• Why they choose certain brands:
• 62% responded that price or value is a factor
• 55% take recommendations from friends as serious influencers
• 47% say brand reputation is a key factor
• As far as what influences brand perception, social media (60%) follows only television (70%) as the most important outlet.

Ignoring generational differences can be detrimental to your overall marketing campaign, not to mention your brand loyalty.  Making use of these findings and catering to those generational differences can make a big difference.

For more about those generational differences that influence brand loyalty please contact Storesupport Canada today by calling 905.847.6513.

Retail Merchandising Trends for December 2014

The increasingly competitive consumer packaged goods environment in Canada has led to many stores taking significantly important steps in an attempt to distinguish themselves from their competitors. This has resulted in some exciting new retail merchandising trends that seem to be incredibly effective. With the holiday season right around the corner, what better time is there to employ some of these strategies to increase sales during what is arguably the most important time of the year?

Retail Merchandising Trends for December 2014:

1.      Less is more. A few years ago the trend seemed to be that busy was beneficial, but that seems to have changed dramatically. Now simplicity reigns supreme and retailers across the country are going for a far more minimalist approach. This doesn’t mean fewer displays though, it means displays that just don’t have too much going on. A strong focus or a central theme that is easy to understand with just a quick glance, as well as one that attracts attention at the same time, is a great way to influence buying behaviour.

2.      Eco-Friendly. The holidays can be a major downer when it comes to being eco-friendly, but that doesn’t mean that shoppers forget about the environment – so neither should you! Highlighting, as much as possible, your concern for the environment through your visual merchandising can garner huge support and therefore brand loyalty.

3.      Appeal to the senses. A one-dimensional display just doesn’t garner the attention it used to. Instead, get digital, and create an interactive experience that customers will remember. Use colour to draw on feelings of sentimentality. Touch screen displays that get customers thinking about various products can work wonders.

4.      Getting social. We all know how important it is to illicit a response both inside and outside your store, and social media has become an incredibly effective way to do this. A great trend for December 2014: create your own trend. Start a Twitter frenzy with a hashtag that gets people talking. Stimulate a buzz by marketing you promotions on all of your social networks.

5.      Recognize generational differences. One of the biggest retail merchandising trends, and not just for December, is recognizing and using generational differences in your merchandising strategy.

Which if these, or other, retail merchandising trends are you using this holiday season?

For more about retail merchandising trends for December 2014, or to get one started in time for this holiday season, please call Storesupport Canada today at 905.847.6513.