Shopping Customer Motives

Shopping is fun for some people, because shopping is not only buying and selling activity, but also recreational activity in today's society. Unlike some years ago, now shopping activities not only as a routine activity to meet the necessary items, but often become entertainment shopping activities to eliminate the boredom of daily activities performed.

Customers have various motivations or reasons to shop, but to get the product, customers also view shopping as an enjoyable activity accompanied by one or more activities as expressed by Henry Assael marketing experts that shopping is an activity to enjoy the store environment, track and observe the store bargains, speak the clerk, as well as spending money.

Shopping activities Seems simple, but the truth is therea are complex interactions between various aspects of the environment where shopping is done. so that the activities of marketing strategies are designed to understand customer shopping behavior.

Uneducated Customers and Educated Customers

If you are a retail businessman or may contribute to a customer of a bank, you might find someone who grab the transaction queue. Without seeing others who lined up, they said to the customer service to be served first with reason for being in a hurry. Of course, the Customer Service refused and explained to follow the queue. But with arrogant they just get angry and cursed by reason of poor service, do not know the benefit of people, and so forth. In fact they were the ones who were in the wrong position.

At other times you find a customer who did complain a rising tone and angry because he had bought the product is damaged. Once in check by the Customer Service, it was his fault and not the product, but the users fault. The company is willing to help repair the damage the condition to pay the cost of repairs. But the customer was angry and felt that he was cheated and aggrieved because purchasing damaged goods and no warranty. They get angry until his voice booming around the room that makes all people see acting. They are self-righteous, but the truth is they are in a wrong position.

It is pure uneducated customers. Uneducated customers usually are lay people who tend to be lacking in education, and social contacts. As a result, what they do is an act that is usually egoist. They less able to control and use logic when they have problems. They cover the incapacity to use the words high-pitched and full of emotion.
To deal with these uneducated customers, need a very high patience by the employees on the front line. Explanations should be given extra care and patience, do not make them irritable or angrier. For if offended or getting angry, it is not the solution to be obtained, but the chaos in the work. However they are customers, if his heart is not purchased, they will consider us bad service, and they will tell their friends, and ultimately to the detriment of the negative image of our company. Good communication skills must be owned by a customer service or the salespeople to deal with customers like this.

Unlike the case with educated customers. Educated customers are the opposite of uneducated customers. Usually they are people who are educated fairly high, so it is able to control his emotions and use logic correctly. They understand the needs and interests of others in addition to his personal interests. They were willing to queue up when actually they were hunted down by time, because he understands that other people are in the same position. Logically long queue was his own fault for being late. Error perceived by himself, not imposed upon others.

Faced with educated customers even more convenient. The customer service or salesperson does not have to waste a lot of energy to explain a product. With little explanation they already understand. However, companies must be careful in dealing with this customer educated. The most important thing is not to lie to them. If they lied, then it would be fatal, and they will know if they are being lied to. To lie to the customers will be more educated endanger the survival of a business carried on, since they may have relationships unusually good and influential. They think about the service they received and seasoned with intelligent language will be can influence others.

True service to the two types of customers will provide benefits to the brand image of our business, but on the contrary, if the service is wrong, then they will be a boomerang and murderers of our business, although we know that it could be true that they made a mistake. Therefore be careful in serving customers. Prepare employees with sufficient knowledge of customer service and extending the exercise to serve. Never make customers disappointed!

How to Attract Customers Attention

Before you get a customer, you should be able to grab their attention. After receiving attention, you just can give them better prospects.

So that you can attract the attention of potential customers, you need to know the following three things interesting.

1) The human brain can not pay attention to all things

For example, when first meeting someone, maybe in a couple of hours later you've forgotten the name of the person whom you want to meet earlier. But you remember certain things, such as hair, or origin, or other particular matter.

Meaning what? To attract someone's attention you have to select the specific information to be submitted. Needless to say all these things, let alone irrelevant. Because attention is finite.

2) Many other things can hinder people's attention

The longer, the more is not easy to get people's attention. Why? For those who are getting more and more busy. There are lots of things that are the focus of his life.

Other obstacles may come from the abundance of information (information overload) and level of competition are more stringent.

3) There's not much time to draw attention

A seller on the internet sometimes only takes a few seconds to get the attention of customers, before the visitor decides to continue or click the X in the browser. Because it is well utilized. Choose the information that is really relevant and interesting.

So how to attract customers? This the tips

1. Treat personally. Everyone likes to be favored. Everyone needs recognition. For that reason, it is important to treat them personally. Not as a crowd of people, but as individuals.

2. Use emotion. Ever heard of an orator or a great speaker who inspires so many people? Yes, they do that by making use of emotion.

Harnessing emotions is a great way to embrace the customer as well as enlarge the "magnet" of your business.

3. Use story telling / case studies. Remember how patient testimony from advertising a medical clinic that had become the butt of viral some time ago?

You can try it too. Of course with more positive results expected.

You Must Fast In Response To Customer Willingness

Prices are within easy reach and presence is no longer a force in the competition in the retail industry. Because now, almost everything can be purchased online with a relatively inexpensive and can be directly received by the customer the next day. This condition makes the retailers have to compete with a new weapon, the exceptional service and satisfying shopping experience that gives a distinct impression. Net-A-Porter for example, luring customers with a series of shopping events with augmented reality technology that enables visitors to scan the picture of the product to buy.

Another with Tesco experimented with shopping walls in Korea that allows consumers to shop by scanning the images on subway walls. Innovation is also similar even by London Design Museum. However, despite such innovations can attract customers to come into the store, there are other things you need to consider, that is customer service. Customer service does not seglamor innovations, but it is what will keep your customers coming back. You do not need to choose which of the two is more important, because they must be united and become an integral part of your strategy.

Talk retail experience today means talking about digital technology. How to utilize this technology to provide a different experience for the customer. While talking about customer service, which means we have to talk about customer behavior. Customer behavior in communicating a crucial element in customer service.

Social media and mobile devices are two things that almost inseparable and have become part of the customer communication process these last few days. Through these two customers can share any experiences, both positive and negative to a wider audience. When they were impressed or disappointed with what's in your store, they almost instantly share them with an audience in cyberspace. Amazingly, it turned out to be a distinctive opportunity for retailers who are ready. Whatever is shared customers through social media, even though a negative experience can still be a great opportunity for customers to reach out to customers and encourage purchases.

In a survey conducted recently, it was revealed that 20 percent of his customers mention a company in social media when they are still in the store. This fact could be an opportunity for retailers to create a shopping experience. For example, what the social media team of Marks & Spencer (M & S). When a customer was in the store M & S, she tweeted about how long queue there. Tim social media M & S store manager immediately called the outlet to deploy more staff to hold can be reduced. They also inform the customer openly via Twitter and was greeted with a sense of excitement. With this move M & S turn things from customers who are not satisfied because of the long queues and very likely will leave without buying anything, a customer happy and more likely to buy. The same was done by Tesco. Speed ​​in response is key in doing this. The response is almost instantaneous creates a big difference for customers.

To do so, it takes a team of customer service who understand the situation and act quickly to help customers, and respond directly through social media. Companies like M & S and Tesco fully understand and fulfill these requirements without compromise. As a result, they provide a better shopping experience and make customers come back every day. It even this sooner or later to be followed by other retailers, or you will lose customers. The question is whether you are fast enough to do this?

The Difference between Customer Loyalty and Customer Experience

Retailer are often mistaken in determining the concept of customer loyalty and customer experience. Errors in determine could cause further errors. Therefore, it is important to know exactly the difference between these two concepts, so we can formulate strategic decisions in both concepts.

Customer loyalty

Loyalty is a concept of relationship. Although impressed abstract, but the concept became concrete in the form of customer behavior. Customers show their loyalty and deliver value to the company through some of the following:

• Being a regular customer, which means providing value retention.
• Purchase products or services more or more expensive. This increases the value of cross-sell and up-sell.
• Recommend a company or product to the people around them. This action gives the value of is positive word-of-mouth for the company.

To build loyalty, then a business should connect with the rational and emotional dimensions of the customer's decision-making process. That way, we have a greater opportunity to improve the customer wishes to continue to keep loyal and do the three things above.

We should exert every effort to win customer loyalty. Due to the fact, it plays a very big role in the success of the company.

Loyalty will create an advantage when dealing with the cost and revenue. These benefits accumulate and ultimately have a big impact for business growth.

Customer Experience

Every experience, touch, and customer interaction is an opportunity for companies to deliver value and strengthen relationships with them. Experience is important because they affect and part of the customer relationship itself.

However, keep in mind that experience is not the same with relationships, and loyalty is much more complex than just a collection of customer experience. In short, the customer experience can tighten (or loosen) our relationships with customers, which in turn contribute to the formation of loyalty.

Customer experience can obtained from a variety of things, starting from the quick transaction using POP (Point of Purchase) to something more complex such as the use QR Code. The customer experience is nothing but the link in the relationship with the customer. We need to make sure that every link chain that connects closely with the customer relationship is solid.

Retail store need to focus on investments to deliver a better customer experience. Why? Because a memorable customer experience can provide several things, namely:

• Create differentiation between our business and our competitors.

• The way to attract customers to use our products and services.

• Increase customer loyalty.

Those are the difference between customer experience and customer loyalty. Good experience gained by the customer will create a loyalty, which in turn can enhance business growth in the future.