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How to Deliver Hyper-Personalized Customer Service

When you think about personalizing your retail business, what’s the first thing that comes to mind?

If you’re like many retail store owners, it’s marketing. You consider cross-channel or omnichannel marketing. You make sure you gather enough data on your customers to share relevant marketing messages. Is this enough?

Probably not.

In retail, you have a unique opportunity. Your employees work one on one with customers. As they begin talking to shoppers, it’s easy to sprinkle in personalized service. It’s good old-fashioned customer service with one associate personally investing time into one customer.

Current Consumer Demands

Personalized shopping might feel a little old fashioned. Still, the bulk of today’s shoppers expects this type of interaction.

Millennials make up one of the largest parts of the consumer market. There are now more Millennials shopping than baby boomers. This demographic doesn’t just appreciate being treated as an individual when they’re in a store – they demand it.

High-end retailers have long understood this consumer demand. They train associates to interact with customers on an individual basis.

For example, consider the personal shopper experience found at most department stores. An associate meets a customer and quickly starts to ask about her tastes. What size is she? What colors does she like to wear? What is her lifestyle?

As the transaction progresses, the shopper is getting clothes that match what she’s looking for without having to scour the floor of the store. Instead, the customer can relax in a fitting room trying on her merchandise while the associate gathers the right fit, look and cut.

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How Your Retail Business Can Deliver Hyper-Personalized Customer Service

You might not have the opportunity to hire personal shoppers, but you can still provide hyper-personalized customer service to the people in your store.

Millennials have grown up and are accustomed to using technology for most tasks in their daily lives. As a business, this poses a unique opportunity – personalized shopping at the click of a button.

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Consider this:

  • What if your shoppers had a way to communicate one-on-one with an associate?
  • What if your shoppers didn’t have to wait for an associate to come back to the fitting room to check on them?
  • What if a shopper could get the right size or new color delivered to the shopping room without having to leave or wait?

Many retailers are providing white glove level service by incorporating technology that answers these what ifs.

Alert Tech Call Buttons

Alert Tech call buttons attach a specific customer to a particular fitting room. Associates get to know the customer by interacting using the call button to answer requests.

Related Post: 4 Reasons Fitting Room Call Buttons Can Boost Sales

Here’s an example of how it works and why it’s so effective.

Sarah is an associate at a store. She meets Jocelyn, a shopper while she’s browsing for clothes. The two start talking and Sarah gives Jocelyn a few recommendations to try on. At this point, she knows what Jocelyn wants and needs.

As Jocelyn tries on her clothing, she realizes she needs a different size. She pushes her call button and links directly back to Sarah, who was helping her originally.

For Jocelyn, it feels like she has a personal shopper because she is working one-on-one with an associate – even while in the fitting room.

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Leveraging Technology for Hyper-Personalized Customer Service

Asking your associates to deliver personalized service amidst rushes of customers and their regular jobs can send a flurry of panic through them. However, when you leverage technology, you give your team the tools they need to continue doing their job and still provide high-end customer service.

Ready to learn more? Let’s talk. Reach out to one of our personal customer service representatives to discuss your store’s unique needs. We’ll put you in touch with the right technology to help your store give your customers a hyper-personalized shopping experience.

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