TO MAKE SENSE OF IT ALL, THE EXPERIENCE DESIGN EXPERTS AT MOOD MEDIA HAVE COMPILED SOME COMMONLY OVERLOOKED TIPS ON PROVIDING AN EXCELLENT CUSTOMER EXPERIENCE, SO THAT YOU CAN DRIVE THE REPEAT TRAFFIC YOUR BUSINESS RELIES ON.
EXPERIENCE DESIGN? WHAT’S THAT?
In a nutshell, experience design is based on the idea that every element of the customer’s experience at your store has an influence on their purchase decisions – and whether or not they come back the next day. From the cleanliness of your aisles and the music playing overhead to the layout of the coffee counter, experience design is all about creating a lasting connection with your customer.
Sure, making that crucial connection might sound simple – but the devil is in the details. To make sense of it all, the experience design experts at Mood Media have compiled some commonly overlooked tips on providing an excellent customer experience, so that you can drive the repeat traffic your business relies on.
1 Clean up your act. No one likes to frequent a grungy convenience store – so make sure you are maintaining a clean and respectable environment. From sparkling restrooms to pristine pumps, simply ensuring your facility is well-maintained can make a huge impact on customer perception – and sales!
2 Offer the products your customers need. It may sound like a no-brainer, but pay attention to the demographics of your neighborhood, and place a focus on specific items that meet the needs of your specific clientele. For example, a residential neighborhood might benefit from movie kiosks and plenty of household essentials and snacks – while a c-store close to the airport might focus on filling the needs of forgetful travelers, such as toothbrushes and soap. Knowing your customers is key – so apply a little thought to stocking the items they need most, and you’ll establish your store as the go-to in your community
3 Keep your shelves stocked. Every C-store owner wants to keep inventory shrink to a minimum, but empty shelves make you appear unprepared to handle your customer’s business. Make sure your ordering is on point, and if you’re in a pinch between order deliveries, rearrange your displays to fill gaps left by out-of-stock items. And as always – rotate, rotate, rotate. Selling expired items is a guaranteed way to lose credibility with your community and send business to your competitors.
4 Don’t stop with background music. Playing the right music in your business location is a great start to strengthening your music strategy. But if you’re looking to take the customer experience to the next level, it’s important to consider all of the areas where you can add value with your custom music mix, such as on-hold and through mobile apps.
4 Offer service with a smile. Your best-selling commodity is a great attitude – so always strive to offer excellent customer service. Keep in mind, your staff is your customer’s main point of contact, and their interaction can inspire customer loyalty or loathing. Make sure they are well-groomed and well-trained to respectfully handle customer feedback and complaints. Great convenience store experience design depends on exceptional service.
5 Pull traffic from the pump. If you’re not maximizing at-the-pump messaging to gain customer attention, then you are wasting a serious opportunity to draw traffic into your store. With custom audio messages, you can leverage the power of at-the-pump marketing to feature promotional items, push specials, and entertain and inform customers who pause to fill their tanks. Doing so, you’ll easily influence pump customers to make an in-store purchase – and see a significant bump in sales.