In today’s reality, social distancing has become a part of normal business. Brick and mortar stores have closed storefronts or have limited business hours, forcing customers to shop online. How do you make the consumer feel important when you can only interact through a screen?
Providing a personalized, top-class shopping experience should not only happen when the consumer enters through your front door. Building any kind of relationship takes time and effort. Start building that relationship online the moment the consumer visits your website. Utilizing an AI-focused website and personalized lead follow-up approach gives the online consumer an experience similar to what they would receive during an in-store visit. Here’s how your business can create a VIP customer experience.
Personalize your lead follow-up while selling remotely
Utilize data when it comes to personalized lead follow-up. Retailers should be relying on tools on their website, such as assessments and quizzes to collect as much information as possible from their customers. You can learn what style of furniture they like, what room they are looking to furnish, or how soon they are going to buy. You are also able to collect basic information such as name, phone number and email address.
With that information, your sales team is equipped to personalize the outreach. If your customers are looking for a new bedroom set, leverage targeted content through email with a catalog of this year’s hottest bedroom trends. If you’ve already been in contact with them, send a picture through text message of the new set you just got in. This is also an easy way to send incentives or discounts of products to encourage them to buy.
Personalizing the marketing experience for your shoppers is an easy way to make them feel valued and continue to shop your products.
Communicate with the consumer through text messaging
Allowing the consumer an option to ask a question via a chat tool online, which gives your sales team the opportunity to follow-up with that customer immediately by text. From there, they are able to send pictures and videos of products in the showroom that the shopper isn’t able to see. This is an effective tool because unlike a chat box, the message is delivered directly to the customers phone as opposed to a chat bot online.
Text messaging helps build the relationship with the customer before they enter the store. By being intentional and personalizing the message, shoppers will be more inclined to respond and be engaged later when they are ready to buy.
Prioritize video calls over phone calls for the VIP customer experience
When shoppers were able to go in the store, video follow-up and video appointments were nice to have. Now, video appointments are essential and will likely be a preference for shoppers to save time in the future.
Instead of just a simple phone call, video calls bring an extra level of personalization to the conversation. Shoppers are able to see the face of the person they are speaking to much like they would in an in-store visit. Through video calls, you are also able to give tours of the showroom and let the consumer see the product for themselves as you are speaking about it. Tools like Skype, Google Hangouts, FaceTime and Zoom are all platforms you can use to host video appointments. Follow these tips to ensure you host a successful video appointment.
Using these tips to treat the shopper like a VIP will ensure they choose you over another brand. Making someone feel important goes a long way in building consumer trust. Good luck!
Additional Home Furnishings Resources
- Get answers to frequently asked questions in this furniture store digital sales training FAQ.
- Learn a quick, easy way to engage with and nurture leads.
- How to utilize Word-of-Mouth-Marketing Online to generate customers from existing sales.
- Turn your website visitors into in-store traffic with PERQ’s marketing cloud for home furnishings stores.