2018 has been one of the most challenging years in retail. As consumers continue to change their shopping habits and demand more from their retailers; as technology changes bring exciting new ways of delivering information and experiences to customers; as business rates and rents challenge costs, we more than ever need to keep asking questions that will drive business improvements.
Do you think of your customer before everything else?
Your customer should be at the forefront of everything you do. Why are your customers visiting you today? Where are they visiting you? In store, on your website or via social media? Are they getting what they want each time they visit you? What customer insights do you have? How well do you know your existing customers and target customers? What can you add of value that sets you apart? How are you growing your relationships with customers?
Is convenience at the heart of all your processes?
Customers are seeking convenience more than ever, and anything that makes it harder to interact with you means a potential lost customer. How can you introduce convenience to every interaction you have with your customers? When can customers contact you and how? How can they order your products and book your services? In what ways can you deliver products and services that are convenient to customers or do they have to come to you? Can you do what you are doing now more effectively using apps and processes?
How engaged are you with your community?
Whether you are in the city centre, busy town or a village High Street, your regular customers, and your neighbours will want to wish you well and support you. Have you got a reason for them to support you? What kind of greeting and service do customers get across every channel they interact with you? What can you do within your community? Can you host clubs, run events, offer classes or advice? If you can’t offer a service with your product, can you support the community in their events – volunteering for community events, raffle prizes for local schools and charities? Do you invite your community to engage with you across channels?
Have you embraced the latest technology and trends?
Technology is changing all the time so have you checked you are making the most of the features of the technologies you are using? What are the latest improvements available for your website, Google apps, your social media pages, your systems? Are you up to date with the latest trends? Can you improve processes by using new apps and technologies? Did you write off a technology or sales channel when it first came out that could now be relevant to your customers?
How can you grow?
Have you looked at new ways to expand existing products to new channels? Can you introduce new products to existing customers? Can you do this whilst keeping a focus on your existing business? What are your key business strengths that you can use to take you in new directions?
It’s worth taking time out of your schedule to work through these questions. This will lead you to identifying actions you can prioritise and deliver on.
If you’d like some help with answering these questions and applying them to your business, give us a call today on 07949391450 or email us at kim@khulseconsulting.com to book a session.
K Hulse Consulting 