It is a well-known fact that if customers are satisfied with an experience related with a brand/company/product they will stay with it. And will not hesitate to engage further.
The world is going digital and you can only afford to be left behind at your own peril.
It does not matter if you are a distributor or retailer – even you can go digital. In fact, it is important that you reinvent your business to provide your customers an enhanced digital experience. With digital, competition will be fiercer and you surely don’t want to lose that race.
Going digital involves the following components:
- Having your own store app that is easily downloadable – where customers can view the products and services via their phone
- Easy payment options via digital mode – today people bank through their mobile phones
- Online feedback mechanism
But to do that, what is it that you need? Where do you start?
Below listed three steps are essential if you want to reinvent your business.
- Understand your customer
Who is your customer? Where does he/she come from? What age group does your customer belong to? Why do they come to your shop? Are they comfortable using an app? If so, what features would they like in the app?
- Decode the purchase
What is the most common brand/product asked for? Within that, what is the deciding factor? Is it pricing? Or is it quality of the product? Or is it the functionality aspect?
- Evaluate the experience
Ask your customer about his/her experience. What did he/she feel while deciding the purchase? What was the buying factor? What do they expect post the purchase? Also seek feedback about your app and its functionality.
- Use the feedback to improvise
So, you now know the customer, his/her behavior, the purchase pattern and also have the feedback. Use that feedback to improve/change. Be agile and quick in translating feedback into action. You may even need to redesign your app for an enhanced experience for the customer. Take help if required.
Once you have lopped the above four aspects, it will become easy for you to bring in digitization to your brand/product. Remember, everything begins and ends with the customer.
For too long the focus has been on the brand/product. It is time the focus moved to the customer.