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Transforming The Customer Experience

How to Make Life Easier on Your Employees

Posted Apr 2, 2019 8:00:00 AM

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In-store marketing has countless benefits to your customers and bottom line. Along with creating a positive customer experience, your marketing tactics improve your overall revenue. However, there’s a third party that benefits from your in-store marketing: your staff.

From reducing the number of unhappy customers to actively creating a better work environment, your in-store marketing efforts can really make work easier on employees.

Check out these eight benefits of having a strategic in-store marketing plan in place.

1. Fewer Customer Service Questions

In-store marketing makes your customers informed. From clear signage that explains their best options to free customer WiFi that helps people answer their own questions online, you can solve customer questions without needing to speak with each individual person.

Consider the data that 95% of customers would rather be left alone in a store, with 85% saying they would rather use a price scanner than to find a store associate.

If your customers can answer questions on their own with your in-store marketing materials, then your employees can focus on helping customers who actually want to talk to them.

2. Faster Customer Interactions

In-store marketing can also make it easier on employees to answer questions when customers talk to them. From digital signage to printed materials, your employees can grab the information they need quickly to reinforce what they’re telling customers.

This process speeds up customer questions because your team can address problems faster than they otherwise would. When questions are addressed faster, your team members can help more customers over time, making people happy with the service they receive.

3. Fewer Upset Customers

In-store marketing, like free WiFi, can make your customers happier to be in your business. More than 60% of businesses say that WiFi marketing keeps customers there longer. This is great news if you operate a quick service restaurant or store, and can also benefit locations like spas, medical centers, or banks.

With the help of elements like overhead music and WiFi, your customers stay longer because they’re happier.

This means your customer care team has to deal with fewer angry or upset buyers. This is easier on employees who will find the majority of their day is spent helping reasonable people -- creating mostly positive interactions in their roles.

4. More Informed Customers

At its core, the goal of brick and mortar marketing tactics is to make your customers more informed. When your customers know what they want and how to get it, they rely on your sales team less. This gives your employees time to complete other work or help other people.

In all likelihood, your employees have a to-do list when they start work. This list will either be completed at the end of the day or pushed back through extensive customer interactions. More informed customers means fewer questions, so your team can focus on their side work or other tasks needed to keep your business up and running.

5. Better Work Environment

We recently discussed how playing overhead music in your store can convince more people to convert while making your employees more productive, but did you know that music impacts people long after they leave the store?

More than 61% percent of people who listen to music in the workplace report feeling happier -- not just at work, but in life in general.

This creates a two-way street for your employees. When they’re happier at work, they’re happier in other aspects of their lives. When they’re happier in life, they are likely happier at work and better performers.

6. Easier to Promote Upsells

Your in-store marketing has a very real effect on your bottom line: the ability to upsell products. By advertising the latest items and sharing some of their top features, more customers will be willing to step away from the basic packages and opt for better options.

If you have an internal competition or incentive for your employees to upsell customers, you can make their job easier by promoting the upsells.

Many customers will likely make up their minds before they even talk to your employees, making the upsell work relatively easy.

7. Opportunities to Make More Money

While it’s always nice to make work easier on employees by improving the experience, your team primarily shows up to work for the money. If you run a business where team members can earn more through tips or get paid on commission, your in-store marketing efforts could mean big bucks for your team members.

Happier employees do little things like smile more or have personal interactions with customers, which lead to bigger tips.

They can also increase their tips if they can spend more time engaging with customers because other customers are answering questions through your marketing materials.

Plus, if your marketing is converting more customers and upselling them, your team will benefit from the added commissions or gratuity -- which is the best way to make your employees happy.

8. Lower Turnover Means Less Stress on Your Team

If your employees are happy and making money, then they’re less likely to leave, which benefits your entire staff. Not only does turnover lower morale, it also frustrates your remaining workers. In all likelihood, your staff has to pick up the slack, take on extra shifts, and do more work until you find someone to fill in.

Even when you do hire someone to work for you, there will be a training period before the new employee is working at their highest level. During this time, your team is getting worn down from the extra work.

You may not think that in-store marketing can impact turnover, but you may find fewer people leaving as your workplace starts to better connect with customers in your business.

Learn How to Make Work Easier on Employees

Engaged employees make great salespeople and boost your customer care team. If you can make work easier on employees, your sales can grow and your customers will be happier.

To learn more about the tools mentioned in this post, check out our guide on creating exceptional customer experiences. It reviews tools mentioned in this post and explains how you can use them to uplight both employee and customer experience.

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