This Sunday, Daylight Savings Time begins! The time has finally come to “spring forward”. Be sure to turn your clocks ahead by one hour on Sunday morning (Saturday night) at 2:00 a.m. Now, in the business world, the concept of time is a very important one. Retailers who understand the importance of saving their customers’ time can create smoother shopping experiences, increase customer satisfaction and build long-term loyalty.
Why is time so valuable for retail customers?
Time is not just a resource. It’s a key factor in how customers perceive a brand. When shopping, customers have high expectations for quick, hassle-free transactions. Long lines, slow websites and confusing checkouts can quickly turn enjoyable shopping experiences into frustrating ones. As Scot Wingo of Digital Commerce 360 points out, time is becoming the most important commodity to consumers.
“While people certainly don’t tolerate a business wasting their money, they get even more upset when a company wastes their time,” he writes, “The time-sensitive consumer is defining this era of business across many different markets. Consumer voices are amplified by social media, and now even the most clever and intelligent marketing campaigns need to take this trend into account.”
How can faster transactions improve customer satisfaction?
Speedy transactions are vital for creating positive retail experiences. Long checkout lines can frustrate even the most patient of customers. Waiting in line to pay for purchases should never ruin the customer experience. The same can be said about receiving customer service. It should never add to a customer’s frustration.
Long phone hold times, complicated returns processes or slow email responses all waste a customer’s time. It’s wise to invest in customer service solutions that make assistance fast and easy. We’re talking about live chat systems, helpdesk software or even self-service kiosks. With such implementations, you can provide customers with quicker solutions. This reduces their time spent trying to resolve issues.
What other steps should be taken to save customers time?
Firstly, optimize your company website for speed. A slow-loading website can drive potential customers away. Make sure your online store is quick to load and easy to navigate. As well, automate your inventory management. Keep track of stock levels and orders in real-time through automated systems. This can prevent delays and errors in fulfilling customer orders.
Also, prioritize speed, but focus on first contact resolution, advises Akileish Ramanathan of DevRev. “A survey shows 21% of customers expect their ticket to be resolved immediately, 23% expect it to be resolved within an hour, and another 23% of customers expect resolution within 3 hours,” he reports, “So, speed matters, but effectiveness matters more. This means prioritizing first contact resolution (FCR) rates as a core customer service strategy.”
What Can You Do To Speed up the checkout process?
The latest by Poynt, a Godaddy brand, the Poynt C Smart Terminal offers dual screens that allow for faster in-store checkouts! It makes the entire checkout process quick and easy, no matter the payment type. In addition, this Android-based terminal has a suite of business management tools that allow you to keep track of all your orders, reports and inventory in one place.
Need more information? Please don’t hesitate to call Priority Pay at 1-888-431-4344, email info@prioritypay.ca or request a quote on our Contact page!