MORE CUSTOMERS TIPS - CUSTOMER JOURNEY FOR RETAILERS Multi-Value
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The document discusses two mechanisms to increase success for retailers: 1) Having a range of ordinary and exceptional products to attract different types of customers. 2) Understanding the complete customer journey from when customers first learn about a brand to after a purchase. Retailers should work to get in customers' "shopbraries" before and after purchases to maintain loyalty and get referrals. Filling out product lines and engaging with customers throughout their decision process can help attract more customers.
MORE CUSTOMERS TIPS - CUSTOMER JOURNEY FOR RETAILERS Multi-Value
- 1. HOW TWO SIMPLE MECHANISMS INCREASE SUCCESS IN RETAIL FOR FASHION AND OTHER RETAILERS TIPS from MULTI-VALUE MARCH 2015
- 2. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. #1 THE RANGE OF PRODUCTS
- 3. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. YOU CAN PREDICT THE NUMBER OF CUSTOMERS BY YOUR RANGE OF PRODUCTS
- 4. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. WE CAN DEFINE PRODUCTS BY A COMBINATION OF THE PRODUCT CATEGORY & THE INVOLVEMENT
- 5. PRODUCTS FOR DAILY USE PRODUCTS NOT FOR DAILY USE INVOLVEMENT WANTED INVOLVEMENT NEEDED A DC B
- 6. PRODUCTS FOR DAILY USE PRODUCTS NOT FOR DAILY USE INVOLVEMENT WANTED INVOLVEMENT NEEDED
- 7. ORDINARY+ NEEDED ORDINARY + WANTED EXCEPTIONAL+ NEEDED EXCEPTIONAL+ WANTED ORDINARY BASICS + ORDINARY SPECIALS AFFORDABLE LIFESTYLE + SMALL PLEASURES TRUSTED ADVISORS LIFESTYLE CURATORS A B C D MORE LESS
- 8. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. WHAT IF MY RANGE OF PRODUCTS IS EXCEPTIONAL BUT I NEED MORE CUSTOMERS?
- 9. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. #TIP ADD ORDINARY PRODUCTS TO YOUR RANGE OF PRODUCTS
- 10. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. HOW MANY TIMES WILL YOU BUY A NEW BED OR A NEW SOFA IN YOUR LIFETIME?
- 11. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. LESS HOW MANY TIMES WILL YOU BUY A NEW BED OR A NEW SOFA IN YOUR LIFETIME? PRODUCT WANTED EXCEPTIONALLY
- 12. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. MORE LESS PRODUCT WANTED EXCEPTIONALLYPRODUCT NEEDED + WANTED ORDINARY BUT HOW MANY TIMES WILL YOU BUY NEW TEALIGHTS, PLATES AND FOOD IN YOUR LIFETIME?
- 13. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. #2 THE COMPLETE CUSTOMER JOURNEY
- 14. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. DO YOU BELIEVE THAT CUSTOMERS REMAIN LOYAL TO A RETAILER OR A BRAND BECAUSE OF THE PAST?
- 15. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. CUSTOMERS DO NOT REMAIN LOYAL. YOU HAVE TO CONVINCE THEM OVER AND OVER AGAIN.
- 16. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. PRICE AND QUALITY ARE NO LONGER ENOUGH TO CONVINCE CUSTOMERS #1
- 17. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. A STORE OR WEBSHOP IS THE NEXT-TO-LAST POINT OF CONTACT IN A CUSTOMER JOURNEY 90% OF RETAILERS USE A STORE OR WEBSHOP AS THE FIRST POINT OF CONTACT #2
- 18. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. CUSTOMERS HAVE TO KNOW AND BELIEVE IN YOUR BRAND OR RETAIL CONCEPT TO PUT IN THEIR SHOPBRARY
- 19. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. SHOPBRARIES FILL UP WHEN CUSTOMERS ARE BROWSING FOR NOTHING IN PARTICULAR
- 20. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. YOURE LOOKING FOR A NEW BLACK DRESS
- 21. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. HOW DO YOU SHOP TO FIND THIS BLACK DRESS?
- 22. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. MY NEED SHOPBRARY COMPARING A BLACK DRESS ALL THE PLACES WHERE I KNOW I CAN FIND A BLACK DRESS DO I LIKE THE DRESS? WHATS THE PRICE? IS IT AVAILABLE IN MY SIZE? ETC.
- 23. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. DECISION PURCHASE DELIVERY A BLACK DRESS PURCHASING THE DRESS ONLINE OR IN A STORE THIS IS THE BLACK DRESS I WILL BUY
- 24. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. THE MOMENT YOU WEAR THE DRESS ? THE SHOWCASE FOR THE DRESS AND YOU Nice dress, where did you find it? WHAT NOW?
- 25. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. THE TWO MOST-FORGOTTEN POINTS OF CONTACT IN THE CUSTOMER JOURNEY SHOPBRARY ?& BEFORE AFTERPURCHASE
- 26. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. WHAT IF I NEED MORE CUSTOMERS?
- 27. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. #TIP 1 PUT A LOT OF CONSTANT EFFORT INTO GETTING INTO POTENTIAL CUSTOMERS SHOPBRARIES
- 28. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. #TIP 1 BE AWARE THAT SHOPBRARIES FILL UP WHEN PEOPLE ARE LOOKING FOR NOTHING IN PARTICULAR, i.e. WELL BEFORE THEY HAVE A NEED
- 29. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. #TIP 2 DO THE SAME AFTER A PURCHASE
- 30. ITS NOT BECAUSE YOU SOLD SOMETHING TO A CUSTOMER THEY WILL STILL BE HAPPY WITH THEIR PURCHASE FOR A WHILE. SO ASK YOUR CUSTOMER ABOUT THEIR SATISFACTION #TIP 2 *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days.
- 31. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. #TIP 2 IF YOU ASK THEM ABOUT THEIR SATISFACTION, YOU WILL KNOW IF THEY ARE HAPPY OR UNHAPPY ABOUT A PURCHASE. WHY IS THIS IMPORTANT?
- 32. *the images used are royalty-free as far as we know. If not, please inform Multi-Value and we will remove the image within 4 days. #TIP 2 1. YOU CAN MAKE A UNHAPPY CUSTOMER HAPPY AGAIN BY FOR EXAMPLE A DISCOUNT OR GIFTCARD. 2. YOU KNOW YOU HAVE TO STOP PRODUCTS CUSTOMERS ARE NOT SATISFIED ABOUT. IF YOU DONT, CUSTOMERS WILL NOT PROMOTE YOU
- 33. HEADQUARTERS Multi-Value BVBA I Western Southern Europe Eiermarkt 13-17 2000 ANTWERPEN BELGIUM T. +32(0)3 212 15 15 info@multi-value.com HEADQUARTERS Multi-Value B.V. I Northern Europe Richterpad 5 5554 BJ VALKENSWAARD THE NETHERLANDS T. +31(0)40 201 33 28 info@multi-value.com HEADQUARTERS Multi-Value GmbH I Central Europe Schloss-Rahe-Strae 15 52072 AACHEN GERMANY T. +49(0)241 936 734 00 info@multi-value.com There is more information at www.multi-value.com