Consider the following scenario. You’ve ordered a product from a store, but it won’t be available for you to pick up until next week. The same product is available at another store, but is more expensive. The thing is that you can have it delivered to your front door today. Which is your desired option? We’re guessing you’d be willing to pay a little more for the convenience that comes with getting what you want quickly and easily.
Retailers who prioritize convenience can boost customer satisfaction, increase sales and build long-term loyalty. So what can you do to make shopping experiences more convenient for your customers?
Implement a BOPIS system.
BOPIS stands for “Buy Online Pick up In-Store”. This click-and-collect payment process provides customers with the convenience of selecting products online instead of having to browse in a physical store. It’s a hybrid shopping model that combines the speed of online shopping with the immediacy of in-store purchases.
“Click-and-collect, curbside pickup and its older sibling buy-online-pickup-in-store (BOPIS) are here to stay,” insists Canada Post, “Consumers love its immediacy and convenience. At the same time, click-and-collect is a potential boon for you. According to Harvard Business Review, 49 per cent of customers were likely to buy an additional item when picking up their online order. To put an even finer point on it, stores implementing BOPIS enjoyed 13 per cent more consumer spending in-store.”
Personalize the shopping experience.
Shoppers value personalized experiences that cater to their preferences. Therefore, it’s wise to leverage customer data to provide tailored product recommendations, special promotions and loyalty rewards. Wouldn’t you be more likely to do business with a company that offers personalized experiences? Use customer relationship management (CRM) tools to track preferences and send personalized offers via email or SMS.
According to Salesforce, “57% of consumers say they're willing to share personal data in exchange for personalized offers or discounts, and 62% say it’s acceptable for companies to send personalized offers or discounts based on items they’ve already purchased.”
Offer home delivery and easy returns.
It doesn’t matter if your customers shop online or in-store. They all want convenient delivery and hassle-free returns. Provide multiple shipping options such as express and same-day delivery. As well, offer free or low-cost shipping thresholds to encourage larger purchases. Also, be sure to make the return process simple. It should include clear instructions and pre-paid return labels. A smooth return policy increases trust and encourages repeat business.
“82% of online shoppers who were polled claim they check out the return policy before clicking purchase,” reports ReturnBear, “Why? When online shopping, they’re only looking at an image of the product being sold. While the pictures could show enough details to convince people to buy, whether the clothes will actually fit, or the item will look good on their mantle, can’t totally be decided until they have the item in their hands. There’s always some risk when buying online, but free shipping and a free return policy reduces the risk factor.”
Allow for multiple payment options.
Customers appreciate flexibility when it comes to payment methods. Accept a variety of payment options. We’re talking credit and debit cards, mobile payments (Apple Pay, Google Pay) and contactless transactions. Doing so ensures that shoppers can pay the way they prefer.
Introducing the Ingenico Desk/5000! User-friendly yet secure, the Desk/5000 is your scalable answer to adaptable payment processing. To learn all about it, please don’t hesitate to call Unity Payments at 1-800-661-3761 or email info@unitypayments.ca.
