Retail Trends: How to “Meet Customers Where They Are” | TimeWellScheduled (2024)

“You need to come to the consumer where they are if they are going to be at grocery retailers less often,” – Jared Koerten, Euromonitor International.

One mantra rings true in today’s fast-paced, ever-evolving retail landscape, sellers are expected to, ‘meet your customers where they are’.

Imagine a favorite local bookstore that offers a cozy in-store reading corner, engages readers through an active Instagram book club, and delivers personalized reading recommendations via email. This approach is

Retail Trends: How to “Meet Customers Where They Are” | TimeWellScheduled (1)

(Image Source: NewEngland.com)

not just about selling books online or offline but creating an integrated, customer-centric experience that effortlessly blends both.

This article explains the necessity of ‘meeting customers where they are.’ The concept compels retailers to provide seamless, personalized experiences that cater to evolving consumer habits and preferences.

What Does “Meeting Customers Where They Are” Mean?

Meeting customers where they are means reaching out to them in their preferred spaces and locations, whether online, in a physical store, or through social media. It’s about understanding and adapting to their shopping habits and preferences, ensuring they can engage with your business in a way that’s most convenient and satisfying.

What Companies have adopted this approach to customer relations?

Amazon

Amazon is a prime example of a company that excels in meeting customers where they are. They’ve revolutionized retail by making online shopping incredibly convenient and fast. The retailer’s data analytics helps predict customer preferences, leading to personalized product recommendations. Amazon’s Prime service, offering fast and often free shipping, is a specific example of how they cater to the customer’s desire for quick and hassle-free delivery.

Target

Target has effectively embraced the ‘meet customers where they are’ approach, especially in integrating online and in-store experiences. They offer services like curbside pickup and same-day delivery, which cater to customers seeking convenience. Target’s mobile app, which includes features like in-store product location and the ability to shop online, is an example of how they blend digital convenience with physical shopping.

Best Buy

Best Buy has adapted to the ‘meet customers where they are’ trend by enhancing its online presence while maintaining strong in-store experiences. The company provides expert online advice and virtual product demos, meeting customers’ needs who prefer digital interaction. A specific example is their Geek Squad service, which offers online and in-store technical support and caters to diverse customer preferences for service and support.

How can Small- to medium-sized retailers adopt the “Meet Customers Where They Are” approach?

To adopt the “Meet Customers Where They Are” approach, small-to-medium-sized (SMB) retailers should first pinpoint where their customers spend most of their time. This could be on social media platforms like Instagram or Facebook, online marketplaces, or even local events in the community.

Once these key areas are identified, establishing a solid presence in these spaces is the next step. This could mean creating engaging content for social media, using targeted ads online, or actively participating in community events.

Additionally, these retailers can offer flexible shopping options such as online ordering with the option to pick up in-store. Providing customer service through various channels like chat, email, and phone can also be very effective.

Personalizing the shopping experience using customer data can make a big difference. By implementing these strategies, retailers can create a more accessible and tailored shopping experience that meets their customers’ needs and preferences.

“A study conducted by Accenture found that, businesses that utilize chatbots and AI-powered messaging platforms report an increase in customer satisfaction and loyalty, as well as a reduction in customer service costs.” (Source: Accenture)

What Questions Do Retailers Need to Ask to Locate Customers?

Small-to-medium-sized retailers can gain valuable insights into their customers’ preferences and behaviors by asking and answering these questions:

Where do our customers spend most of their time online?

This question helps identify the key digital platforms where customers are active, such as social media, online forums, or shopping websites. Understanding this allows retailers to focus their online presence and marketing efforts effectively.

What are our customers’ primary shopping habits and preferences?

Retailers must analyze purchasing history and customer feedback to better understand what products and services their customers prefer. This information is crucial for tailoring inventory levels, planning promotions, and marketing strategies.

How do our customers prefer to be contacted and receive information?

Understanding whether customers prefer email, social media, text messages, or phone calls for communication helps create effective and personalized marketing campaigns.

What are our customers’ common pain points or challenges during their shopping journey?

Identifying challenges such as website navigation difficulties, payment issues, or product availability can help retailers improve the customer experience.

How effective are our current marketing and promotional strategies in reaching our target audience?

Tracking metrics like email open rates, social media engagement, and conversion rates from various marketing campaigns helps evaluate and adjust marketing strategies for better reach and results.

Are we effectively using customer feedback to improve our services and product offerings?

Collecting and analyzing customer feedback is critical for making necessary adjustments to products, services, and customer experiences, ensuring that the business evolves according to customer needs and preferences.

Retail Trends: How to “Meet Customers Where They Are” | TimeWellScheduled (3)

(Image Source: Demeter)

The responses to these questions provides information that allows retailers to tailor their strategies effectively to Meet Customers Where They Are.

Tips to Help Meet Customers Where They Are

The trend towards “meeting customers where they are” focuses on delivering shopping convenience, personalization, and flexibility. Consider the following tips:

Leverage Social Media Platforms

Identify your customers’ social media channels and establish an active presence there. Regularly post engaging content, respond to comments, and use these platforms for promotions and customer service.

Optimize for Mobile

Ensure that your website and online store are mobile-friendly. With many consumers shopping on smartphones, this signals that a seamless mobile experience is essential.

Utilize Email Marketing Effectively

Segment your email list based on customer preferences and behaviors. Send personalized offerings and updates to keep customers engaged and informed about your products or services.

Offer Flexible Shopping Options

Introduce or enhance services like online ordering with in-store pickup, home delivery, and easy return policies. This flexibility caters to various customer preferences and enhances convenience.

Gather and Act on Customer Feedback

Regularly collect feedback through surveys, social media, or direct communication. Use this information to refine your products, services, and customer experience, showing your customers that their opinions are valued and acted upon.

Remember: The underlying concept recognizes the unique preferences of individual customers, aiming to provide seamless experiences across all platforms, whether online, in-store, or on social media.

“The shopper wants to shop when they want, how they want, and where they want. It all starts with a search, and it’s our goal to make sure they can find whatever it is they want.” – Brian Kavanagh, The Hershey Company.

Conclusion

The future of retail lies in a customer-centric approach that “meets customers where they are .” Leveraging technology, analyzing customer data, and maintaining a solid presence across marketing platforms enables retailers to create personalized, seamless shopping experiences. Thus, it is crucial to gather and act on customer feedback, continuously refining products and services to meet evolving customer preferences.

About TimeWellScheduled

Thank you for reading our article!

TimeWellScheduled is a secure online time and attendance software that is 100% tailored to meet your scheduling needs! In addition, our cloud-based scheduling solution optimizes employee attendance tracking, simplifies payroll administration, and enhances staff management capabilities. Plus, our service is free for up to 10 employees!

Click here to download our (Excel) employee scheduling template; It’s FREE!

Retail Trends: How to “Meet Customers Where They Are” | TimeWellScheduled (2024)

FAQs

How do you meet customers where they are? ›

In a nutshell, clients want honest conversation and service more than they want a splashy product promo.
  1. Consumers Want to Know How Businesses Can Help. ...
  2. Customer Experience Strategies Are a Must-Have. ...
  3. Setting Expectations Can Define the Customer Experience. ...
  4. It's Important to Remain Adaptable.
Nov 30, 2023

How do you satisfy customers in retail? ›

8 Ways to Boost Customer Satisfaction in Retail
  1. Targeting indirect purchasers. ...
  2. Self-checkout. ...
  3. Online Shopping Experience. ...
  4. Addressing long waiting times with point of purchase activities. ...
  5. Living up to an established Quality of Service. ...
  6. More customer convenience. ...
  7. Employee Coaching. ...
  8. A Member Benefit program.

How do retail stores engage customers? ›

How to Increase Customer Engagement in Retail Stores: The Strategies That Work
  1. Put data at the center of your customer engagement strategy.
  2. Use an engagement marketing strategy geared toward you and your customers.
  3. Focus on creating personalized experiences.
  4. Engage your customers in real time.
  5. Optimize customer support.
Dec 5, 2023

What does it mean to meet the client where they are at? ›

Social workers use the phrase 'be where the client is'. It's meant to teach how to initially engage the client by meeting them where they are versus telling them how and where to be. Whether you are leading a meeting, training, or workshop, this concept is equally important in effective facilitation.

How to make your retail store stand out? ›

Here are some ways you can amplify your curb appeal:
  1. Design an eye-catching window display.
  2. Feature your most popular products front and center.
  3. Put up storefront signage.
  4. Use a well-designed a-frame sign to direct customers to your store.
  5. Keep walkways clean and clear during all seasons.
Jun 26, 2024

How do you target retail customers? ›

How to Target the Right Customers for Your Business
  1. Knowing Your Brand Inside Out. First impressions matter. ...
  2. Surveying Your Existing Pool of Customers. ...
  3. Creating a Customer Profile. ...
  4. Mapping Out Your Customer Journey. ...
  5. Leveraging Social Listening. ...
  6. Using Targeted Advertising.
Mar 10, 2022

How to drive customers to stores? ›

15 Ways To Attract More Foot Traffic To A Brick-And-Mortar...
  1. Leverage A Mobile App. ...
  2. Create Fun Photo Ops On The Property. ...
  3. Give Customers A Reason To Show Up. ...
  4. Host A One-Time Event. ...
  5. Offer In-Store Exclusives. ...
  6. Focus On Direct Mail Efforts. ...
  7. Offer Live Assistance In-Store Via Digital Applications.
Feb 28, 2023

How do you attract customers? ›

10 Ways to Get New Customers
  1. Ask for referrals. ...
  2. Network. ...
  3. Offer discounts and incentives for new customers only. ...
  4. Re-contact old customers. ...
  5. Improve your website. ...
  6. Partner with complementary businesses. ...
  7. Promote your expertise. ...
  8. Use online reviews to your advantage.
Apr 6, 2017

How can the retail store efficiently meet the customers expectations? ›

Personalize experiences and continuously improve.

By adopting innovative practices and aligning themselves with current trends, retailers can not only meet but exceed customer expectations. This helps build solid relationships and drive business growth.

How to enhance customer experience in retail? ›

Understanding Customer Needs and Expectations
  1. Utilizing Technology Effectively.
  2. Queue Management System.
  3. Self Service Kiosk.
  4. Personalizing Customer Interactions.
  5. Ensuring Product Availability and Quality.
  6. Handling Customer Feedback and Complaints.
  7. Measuring and Improving Customer Experience.
Aug 1, 2024

How can retail store increase customer flow? ›

2. Optimize Store Layout and Signage
  1. Regularly review and adjust your store layout based on customer flow data and feedback.
  2. Prioritize high-traffic areas for merchandising popular products and promotional displays.
  3. Use color-coded or interactive signage to help customers navigate your establishment easily.
Jul 18, 2023

What are three ways to approach a customer at a store? ›

Here are 10 strategies and tips to approach a retail customer effectively.
  • Tailor Approaches to Different Customer Personalities. ...
  • Utilize Various Communication Channels. ...
  • Craft a Compelling Elevator Pitch. ...
  • Ask the Right Questions by Recognizing Customer Needs and Pain Points.
Feb 21, 2024

How do you approach a customer in retail? ›

How to approach store visitors:
  1. Smile.
  2. Friendly voice.
  3. Welcome store visitors and introduce yourself.
  4. Ask the walk-in customer how they are doing.
  5. Ask about their needs.
  6. Deal with negative response.
  7. Engage and don't give unasked advice.
  8. Ask for feedback.

How do you meet others where they are? ›

Practicing Empathy
  1. Perspective taking: recognizing someone's perspective as their own, and their truth.
  2. Being nonjudgmental.
  3. Recognizing emotion in other people.
  4. Communicating that you recognize the emotion in other people.
Feb 24, 2021

How do you locate customers? ›

8 Ways to Find Your First Customers
  1. Make a list. ...
  2. Look for referrals. ...
  3. Work your network. ...
  4. Show it off. ...
  5. Attend industry events. ...
  6. Team up with other business owners. ...
  7. Build an online presence. ...
  8. Spread the word on social.
Aug 5, 2019

What does meet your customers where they are mean? ›

You simply cannot afford to lose contact with your customer base. Meeting the customer “where they are” requires your business to be proactive and to check in with the client frequently.

How do you find what your customers are searching for? ›

Google Keyword Planner, a free tool within Google Ads, provides extremely important insights into online behaviour. It shows what people are searching for online and the amount of times, per month, a specific keyword or phrase has been searched.

Top Articles
Latest Posts
Recommended Articles
Article information

Author: Otha Schamberger

Last Updated:

Views: 6295

Rating: 4.4 / 5 (55 voted)

Reviews: 86% of readers found this page helpful

Author information

Name: Otha Schamberger

Birthday: 1999-08-15

Address: Suite 490 606 Hammes Ferry, Carterhaven, IL 62290

Phone: +8557035444877

Job: Forward IT Agent

Hobby: Fishing, Flying, Jewelry making, Digital arts, Sand art, Parkour, tabletop games

Introduction: My name is Otha Schamberger, I am a vast, good, healthy, cheerful, energetic, gorgeous, magnificent person who loves writing and wants to share my knowledge and understanding with you.