Your retail store has loyal customers. But does it have advocates?
The difference between loyal customers and advocates is small, but important. Customers may shop frequently, take advantage of promotions and make large purchases. But an advocate has a relationship with a retail store or brand that goes beyond the typical transaction. Advocates are a true ally. They interact with a brand on multiple channels, sharing positively and promoting, and engaging other potential customers.
So how can a retail store turn its customers into advocates? Total Retail shared a few tips.
Understand the Customers
Remember those loyal customers we discussed earlier? Find out more about them. Understand their shopping and spending behavior, learn their demographics and analyze their motivation. (A robust point of sale system is essential to this information gathering process.) Make notes of face-to-face interactions as well. Find out if and how they engage with your brand on social media or in digital marketing.
Use the Knowledge
After you know what motivates and excites your customers, put that information to work. Plan sales and promotions that will appeal to them. If they engage on social media, offer incentives for engaging there. Create special perks or exclusive offers that will make them feel valued and included – and that will have them shouting from the rooftops (or their Instagram accounts) about the store. Do these things even if they cost a little extra.
Create Opportunities to Share
As your customers turn into advocates, give them the opportunity to share their experiences in the moment. Create an Instagram backdrop, publicize hashtags, and encourage photos and reviews. Continue to nurture the advocate relationships you’ve cultivated, and take advantage of the increased publicity and interest to find even more loyal fans.
Retail Tech carries a wide variety of new and refurbished point of sale hardware and equipment. We offer installation and staging, retail POS system repairs, and more. If you need help choosing a hybrid POS solution, contact our POS systems specialists for help finding the perfect point of sale solution for your retail store, restaurant or other small business.