Customer experience, retail

We all know that shopping and spending habits are changing and continue to evolve as consumers use the ever increasing options available to access products. Something that is a constant requirement however by most consumers, irrespective of where they purchase their products, is receiving a great customer experience. Retailers that can deliver this can unlock greater returns and lock-in customer loyalty. We take a look at customer habits and shopping trends and how a great customer experience can truly influence purchasing which is great news for retailers.

What is the shopping landscape now?

People are still much more likely to shop on the high-street than online. A recent survey showed that nearly six out of 10 (59%) of UK shoppers visit the high street once a week. In the last 90 days, 40% of respondents were more likely to have shopped on the high street compared to 30% of those who had shopped online.

How to energise the high street

Customer experience on the high streetOver half of consumers (53%) said lower prices and discounts would encourage them to the high street more often. However, the bigger picture reveals a need for greater convenience – easier and better parking, items being in stock and great customer service were the key areas shoppers are looking for to improve their whole shopping experience.

The influence of customer experience

Customer loyalty is a key driver of revenue. When 64% of UK shoppers are more likely to return to the high street after receiving great customer service,  retailers can not afford to leave this chance – or get this wrong. An enormous 70% of shoppers said that after receiving a terrible in-store experience meant that they no longer shopped there. The biggest issues were slow service, knowledgeable staff, difficulty in finding products and confusing store layouts.


Are you winning?

With so much at stake, it’s crucial that the in-store experience delivers a flawless experience. Whether it is access to knowledgeable staff, being able to navigate easily around a well planned store or finding products with ease  – it all adds up to winning that all important customer loyalty.

At Acopia, part of our service offer of turn key shop fit and installation examines the customer journey in store in terms of layout, areas for product focus, supporting retailers to maximise spend through clever use of product display ranges. If you would like to see what we can do for your retail estate, please get in touch with our friendly team.


Survey results by MarketForce Information