Give the in-person shopping experience a boost with innovative payments

Although ecommerce is growing globally, it is important for retailers to understand their local audience and cater to their specific needs. Recent research from KPMG shows that 60% of Canadian consumers still primarily shop in brick-and-mortar stores and are “finding the online shopping experience frustrating.” Given this preference for in-person browsing and purchasing, it is critical for retailers of all sizes to create the best-possible shopping experiences for their customers.

What goes into a quality experience? The survey report points to convenience, availability, and price as the most important decision factors for Canadian consumers.

Convenience: Shoppers have little patience for long checkout lines or time spent searching for an item.

Availability: 86% of survey respondents say they are more likely to shop at retailers with good inventory management and minimal stockouts

Price: Canadian consumers report price sensitivity and “deal hunting” behaviours as critical parts of their purchase decisions

With these priorities in mind, it is vital for retailers to choose the right mix of solutions and processes to keep customers happy and coming back as loyal shoppers. This includes implementing a modern point-of-sale solution that brings together your in-person checkout experience, retail inventory management, ecommerce site, and more – ultimately, ensuring that your customers get what they need as easily as possible.

Encourage online window-shopping before customers visit your store

Give customers the opportunity to search for gift ideas long before they step in the store. Creating an interactive, dynamic online catalog or website experience will enhance the shopping experience. Letting customers choose items ahead of time will reduce frustration and congestion in the busy retail space when they come to make a final purchase. Encouraging shoppers to do their own research online not only ensures they are ready to buy when they walk into your store, but it frees up customer service staff to assist other customers more quickly.

Accept multiple payment methods at checkout

It is no longer optional to accept the many emerging payment methods that shoppers prefer. While you can’t account for every option, be ready to accept the most popular credit cards, debit cards, mobile wallets, and digital payment services like PayPal and Apple Pay – whether your customers present a physical card, smartphone or wearable device. Offering payment flexibility and choice will not only make customers feel more confident about their purchases but also speed up the process for your staff. Further, sending e-receipts by email or text will speed up the final steps at the register – making both shoppers and employees happier with the process.

Allow customers to checkout anywhere in the store

One easy way to boost the purchase experience is to get rid of checkout lines altogether. Strategically placed sales staff equipped with a tablet, smart terminal or phone with a checkout app can help shoppers pay and get on their way quickly, wherever they are in the store. Retailers of all sizes can easily adopt mobile POS solution without significant investments in technology or training for staff.

Reward loyal customers with perks and bonuses

Knowing that Canadian customers are price sensitive, it is important for retailers to develop loyalty programs that reward repeat purchases and improve the in-store shopping experience. An  EY Canada report recommends developing loyalty programs with “simplicity, clarity and value” at the forefront – that is, easy for customers to understand the benefits of participating and receive rewards that boost their satisfaction with a retailer. And the return on investment for such customer rewards is clear – EY Canada notes that customers enrolled in loyalty programs are more likely to buy from the same retailer more often, with more items per transaction, and more likely to purchase without significant marketing spend.

Canadian retailers must work hard to understand consumer preferences and adapt their in-store experiences to match expectations. Those who ensure convenience, availability and price are poised to beat the competition and build a strong base of loyal customers. Get started with the right POS solution to kick-start your retail success.