Do Your Customers Know More About Your Products Than You Do?
“The customer is always right” used to be an adage people would say to describe that fact that customers will know what they want better than stores do. Despite it being an age-old saying, this simple sentence never rang more true than in today’s market. And, much of its newfound truthfulness lies in the fact that customers are now armed with mobile devices...and that’s making them more knowledgeable about products than ever before.
In a new article on PYMNTS, it was revealed that consumers are now way more likely to be well-read on products than the salespeople who are hired to help them. This isn’t necessarily a bad thing, either, since this means that customers are better equipped to tell sales staff what they want, why they want it, and what other options they may be interested in.
The article also went on to say that around 83% of customers felt they knew more than the salespeople, and that 79% believe that employee retail knowledge is important. So, while they know a lot, they also want to be on the same level as associates.
But, the study revealed more than just attitudes of customers about their product knowledge. A majority of respondents also made a point to say that they believe that retail still will need in-person stores in order to fully succeed. Moreover, they also agreed that in-person shopping is better, primarily because it allows people to see the products in person.
So, what’s the take-away for business owners?
The message is clear: business owners need to have both an e-commerce platform and an in-person platform if they want to deliver the best possible experience to their customers. Moreover, if you are in retail, it’s absolutely crucial to talk to your staff members about the products they’re selling. At the very least, you will need to ensure that they know as much as the customers they’re serving.
Having the right knowledge and the right business venue is only half the battle in today’s market. If you want to stand out, you will need an e-commerce platform as well as other tools that help enhance customer experiences. This isn’t always easy to do, especially if you aren’t sure what tech options are out there for you – or what your customers really want to see.
At NMS, we take pride in pairing clients with the tools they need to succeed. If you need help finding out about the right e-commerce platform, how to make your company site mobile-friendly, or even advice on merchant analytics, give us a call. We are here to help.