What makes a boutique truly special? It’s the feeling that the moment a customer walks in, they’re the most important person in the store.
Customer service has always been the defining feature of a truly great boutique. However, customer behaviors and expectations have changed. Technology and data are increasingly central to the modern customer experience, even for in-person retailers.
Mastering both people and technical skills is essential to establishing your brand, meeting customer expectations, and driving more sales. In this article, we’ll cover some of the most useful tools and tips to elevate customer service in 2024.
When you offer a high-class, in-person experience, technology might be the furthest thing from your mind — but trust us, it’s there. According to a recent study, 86% of shoppers combine in-person and online shopping habits. Also, smartphone usage is nearly ubiquitous and most customers are, at least in some capacity, always online.
This has a real impact on how retailers choose to leverage technology. A customer’s first impression will start online and there’ll be an expectation for connected, personalized services in-store. In other words, boutique owners must embrace technology to stay relevant and meet customer expectations.
However, adopting new software and other tech isn’t only about keeping pace. Modern point of sale (POS) systems, apps, and other innovations are also popular because of the benefits they bring the business. By combining a great in-store experience with the latest innovations, boutique owners can:
These are just a few of the ways boutiques benefit from the latest technology. Far from replacing a curated, in-person experience, it enhances it.
All the talk of “data” and “innovation” can feel abstract and far removed from the day-to-day of running a boutique. Here are seven practical tools and tips to elevate your boutique customer service.
Boutiques thrive on employing staff who make every customer feel like royalty. However, sometimes it’s hard to measure how it’s impacting your business.
Modern POS systems let you track various aspects of employee performance. You can see which employees are generating the most sales, if certain employees excel in selling certain types of products, and more. This can help you optimize your staffing and identify areas for improvement.
The goal of tracking employee performance isn’t to punish or monitor employees. Instead, it gives you an unbiased view of your staff’s performance to make sure everyone is getting the support they need. You might even be surprised to learn that an employee who seems quiet is racking up sales.
The goal of customer service is to make every visitor feel special. One way that retailers can tangibly achieve this is by implementing a customer loyalty program. Many POS systems come with built-in customizable customer loyalty support.
A customer loyalty program serves two important functions in boutique customer service.
Tracking customers in a customer relationship management (CRM) system gives you an easy way to understand customer preferences. Analyze your loyalty members’ buying habits to see if you can spot any common patterns or trends.
For example, you can segment people who are occasional visitors but high spenders vs. frequent visitors who make smaller purchases. Then you could send out unique promotions and deals directly to those different customer segments. The more personalized your marketing is, the more effective it will be.
While offering exceptional in-store customer service and high quality products is important, it’s not everything. To reach new customers, you need to use every tool at your disposal.
Here are a few ways you can improve your marketing to bring in new and existing customers alike.
Pro Tip: Marketing is much more than just telling people what you sell, it’s telling people why they should shop with you. It’s your chance to build your brand and show off your expertise. So put as much effort into your social media posts and emails as you would talking with a customer face to face.
Pretty much every industry is talking about “data” and “data-driven” insights. These might just seem like buzzwords — but they’re actually a game changer.
How? Use the reports on your POS system to uncover insights into customer preferences, demand, and more. Here are just a few of the ways small and independent boutique owners are tapping into the power of the reports on their POS system:
Reports can be accessed on the go, making it easy to dive into accurate sales data from any location. Also, many POS systems can integrate with accounting and other systems you’re using, giving you a holistic view of your business performance in one place.
Product curation is a staple of boutique stores. Technology gives you the flexibility to curate product pairings directly in your system. If your POS system supports custom SKUs, you could craft custom gift packages or sample boxes that can be rung up just like any other item.
Be creative with custom products and make sure to include labels that explain why you’ve combined these items. In other words, don’t be afraid to show off your expertise.
You can also automate the upselling of compatible items. For example, if a customer is buying a dress, you can have your POS system automatically prompt the cashier to offer a discount on certain accessories or shoes. This gives you an effortless way to upsell customers, while still allowing staff to make the recommendations themselves.
In today’s retail environment, it’s not just about what customers buy but how they pay for it. Contactless payments, such as Apple Pay, payment apps, or tap-to-pay credit cards are some of the most popular (and secure) payment methods out there. In fact, more than half of Americans regularly use contactless payments.
Offering contactless payments helps make the checkout process fast and pain-free, as long as you have the right technology to support it. To make sure the payment process goes smoothly, use a POS system that supports multiple ways to pay and also offers integrated (or in-house payment processing).
An integrated payment processor simply means that payments are processed and recorded directly on your POS system. This prevents you from having to use a separate system and reconcile transactions later. It also helps protect you from credit card chargebacks.
Even when a customer intends to buy something in-store, a shop’s website is still the first thing they’ll look at. People use websites to get a feel for your business — the products, the atmosphere, and what makes you unique.
Build a website that is visually appealing, mobile-friendly, and accurate. Spend time writing a few succinct paragraphs on why people should visit. If you do offer online sales, connect your e-commerce solution directly to your in-store inventory to avoid unexpected stockouts or missed orders.
Also, many people find local businesses through Google, so keep your Google Business Profile up to date. Monitor and respond to reviews (even negative ones) to extend your excellent customer service skills into the digital world.
Even the latest and greatest tech will never be a replacement for exceptional in-person customer service. Instead, the technology you use should be an extension of your store, helping your employees serve customers and cater to their needs.
With years of retail experience, Comcash has the powerful features you need to modernize the customer experience at your boutique, including:
With Comcash, you can take everything that makes your store great and make it even better. Contact our retail specialists today to discover how we can help you improve the boutique customer experience.