Over the past several decades retail has evolved immensely, but its core ambition has remained: to help make customer’s lives a little easier, a little more enjoyable (and to make money while doing so). Retailers act as a sort of therapist in this way, using their knowledge and intuition to best supply people with useful, relevant products and services to better their lives. Marketers, retailers, and businesses are still doing this same thing today, only instead of welcoming customers into their shops, they’re bringing their shops into customer’s homes. This is the next revolution in retail.
So, how are companies doing this exactly? And more importantly, how can your company stay active, relevant, and up-to-date with this new point of sale?
Network with Interactive Smart Devices
So far, Amazon and Google have figured it out best with their interactive, intelligent, personal-assistant speakers: Amazon Echo and Google Home. These devices depend on voice interaction to provide customers with anything from music and podcasts, to the weather and news, to food delivery services and more. But on top of all of these things, they can also act as the central automation hub for all other smart-home devices, making them a multi-purposeful, exceptionally convenient – and thus, irreplaceable – home product.
Because devices like these are able to speak and be spoken to with intelligent assistance, like Amazon’s Alexa, they are able to integrate a plethora of services. This has businesses and tech companies (Spotify, Pizza Hut, Capital One, etc.) flocking to pair with these products. Providing a network like this, or pairing with networks like this, allow your products, services, and brand to get right into the homes of your customers. Doing so allows your company to learn more about your customers, an essential goal for all retailers. It allows you to better gauge your customer’s wants and needs, which then allows you to adapt accordingly and up-sell new, relevant, and updated products and services.
Provide At-Home Service
Pairing your company with a crowd service company, like Conrad Electronics has paired with Mila, is not only a great way to provide on-demand support to your customer’s home, but also to up-sell your company’s products. While “up-sell” has become quite a tasteless word, the truth is that in this ever-growing technical world, up-selling is merely updating, and provides your customers with the products that most efficiently meet their needs.
Having a specialized, knowledgeable, and conveniently close-by team of technicians makes all the difference to your customer’s satisfaction. This is an on-demand world and if your customer support team does not keep up with this, your company is bound to suffer. However, if customers feel that they are receiving easy, quick, and transparent service, then they will inevitably come to trust your company — and trust is what it’s all about. Trust and reliability are what get people talking and allow you to sell more products to both new and existing customers.
Such service is made possible with crowd-service experts, who are able to get into your customer’s home to not only fix technical issues, but to see what else the home might need in order to function more seamlessly. If a team technician arrives at a customer’s home and their product seems out-of-date, you can provide your technician with new products that they can instantly offer customers during home visits. Likewise, if the technician notices that the customer is particularly fond of a certain type of product, or in need of a particular product, they can make suggestions and allow customers to sample products on the spot.
While online shopping is incredibly convenient, stores still exist because people like hands on interaction with products before purchasing. People like to feel products, to see how they feel feeling products, holding products, test-using products. Since most products today are made for the home, bringing service to the home allows customers to see how new devices look on their coffee table or bookshelf, or installed into their walls. They can then purchase these products instantaneously, making your company a truly up-to-date, convenient, and on-demand service and product provider.