Retail Customer Experience Trends You Should Look Out For In 2023

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It is not as simple as selling anymore!

We have come a long way from customers being a god (aka always right) to an extended family whom we need to keep updated.

However, bringing new customers on board now has a few new formulas. We will be discussing those in terms of these four retail customer experience trends, which are taking customer experience by storm this year.

1. Hyper-Personalization

Hyper personalization is the act of customization of retail advertising to the point that it only caters to that one customer. Yes, it involves a lot of research by data scientists to chalk out every other purchase or demographic you have of your potential customer.

Only then will you be able to ask your copywriters to form a hyper-personalized message? These messages are often distributed through direct messaging mediums, emails, and cellular notifications.

Benefits of Hyperpersonizaltion as one of the common retail customer experience trends:

• They make your customers or potential target audience feel special.
• Better engagement and a whopping 60% chance of a customer replying.
• Injecting compelling interest by targeting the customer’s pain points and how the product can help them.
• Increases customer satisfaction since they feel seen and heard. Find more on this site for Real Wealth Business, capturing everything starting from business to customer experience.

Cons Of Hyper-Personalization:

• Extremely time-consuming.
• The actual ethos of the product can be lost in the translation of the customized message.

2. 24/7 Store

When it comes to having a retail channel, there is nothing wrong with having just one physical store. If you are not exactly a small business, then maybe a few international stores here and there. However, is 2023 really enough?

Upon judging a few surveys, the biggest retail customer experience trend in 2023 is having an omnipresent status in your retail store. You might be on top of the charts when your physical store is open and running, but no retail business can remain open 24/7 without you having to break the bank to pay too many employees.

Even with that, you might not have customers walking and knocking at your door at midnight. But, there are midnight window shoppers who will browse through the web. So, rather than spending more money on keeping a physical store open 24/7, invest in having a better online store and shipping momentum.

Benefits Of 24/7 Store

• You do not miss out on customer demand.
• Better national and even international expansion without having a storefront in every country.
• Enhanced communication with customers through feedback portals in online retail stores.
• Able to integrate almost every other social media platform as your retail opportunity.

Cons of 24/7 Online Store

• You need someone always to be online, especially if you are serving different nationalities and time zones.
• Delays in delivery can place you under a bad reputation, no matter how good your products are.

3. Experiential Retail

Your retail business will skyrocket when you create a better shopping experience customers are likely to remember for a long time. These ever-lasting memories for your loyal buyers are another retail customer experience trend you might have to jump on.

It is not anymore about the products or even the impeccable customer service. Although these two still play a major role in retaining customers, now it is also about the experience you give them.

Experiential retail is the art of enhancing someone’s buying experience. In the era of digital retail, customer experience trends are enhanced through augmented reality, having a store in the Metaverse, and 3D model displays. Brands like Amazon even go far as showcasing how a piece of furniture would look inside your room through virtual imagery.

Makeup brands are placing their hopes on augmented reality for experiential retail. For example, uploading one picture over the domain can help shade match and even see how different colors of lipsticks and blushes would look on their face.

Benefits Of Experiential Retail

• Experiential retail does take the concept of customer experience to a whole new level. The better your experiential marketing campaigns are, the more the sale.
• Retail campaigns like these make you stand out in a crowd of competitors who are not using the same approach.
• It excites customers before purchase, whether it is online or offline.

Cons

• The cost of bringing the experiential vision into play can cost you handsomely.

4. Employees Are A Part Of Retail Too

The retail culture is changing exponentially. This retail customer experience trend has to do mostly with the changing mindset of our society. Before, it was all about the product. You go to a store, like something, and end your thoughts of the store post-purchase.

However, with mindful purchasing being such a trend in retail, customers are now more concerned with brand value. They are less likely to purchase goods from a retail shop where the employees are not treated fairly.

Plus, with the rise of social media, anyone can post a story about unfair treatment, poor company culture, and lack of corporate harmony, and your retail can lose the trust of potential customers.

Whether it is an online or offline retail store, improving corporate culture and taking care of the employee’s mental health is important. It will automatically place you way ahead of your competitors.

These are especially beneficial when your primary customers are the millennials and Generation Z.

Benefits Of Following ‘Employee Benefit’ as a retail customer experience trends

• You will attract more customers with your positive company culture.
• Customers will trust you more, automatically increasing your credibility in the market.
• Ability to build a more harmonious relationship with your customer base.
• Having a stellar reputation on social media platforms.

Cons Of Excessive ‘Employee Benefit’

• You might lose sight of the actual product or service in the means of serving the employees too much. Having a good product alongside balancing reputation is crucial.

Benefits Of Following Retail Customer Experience Trends In 2023

Following retail customer experience trends in 2023 can provide several benefits for businesses as a whole!

Firstly, it enables companies to stay competitive by meeting evolving customer expectations and preferences. By embracing new technologies and innovations, businesses can enhance the overall shopping experience, optimize convenience, and personalize interactions.

Additionally, keeping up with retail customer experience trends allows companies to build stronger customer relationships, foster loyalty, and drive repeat purchases. It also helps identify and address pain points in the customer journey, resulting in improved customer satisfaction and positive word-of-mouth recommendations.

Ultimately, by aligning with the latest trends, businesses can position themselves as industry leaders and achieve sustainable growth in the dynamic retail landscape.