By now (or, at least, before the pandemic), you must have heard this type of thinking countless times: retail is now all about the experience. We’ve been through a lot in the past year, but it’s still true. The way your customer experiences your mall is everything. A good, positive customer experience can define your future. Yet it’s all part of a learning process: even a middling-to-bad experience can provide you with valuable insights that can allow for new ways to improve customer service, staffing, and tenant sales.
It’s looking pretty likely that the old-time mall experience may be gone forever. Mall traffic is on the decline as customers opt for e-commerce. The fight for customers, and all the while keeping them happy, has never been more challenging and more vital. However, it’s not a losing battle or even a lost cause. New challenges like these only bring new opportunities.
Here are a few of the keys to success in the battle for positive customer experience:
A shopping mall marketing solution can provide insightful data on your customers, allowing you to:
Understand your customers’ journey through your center and you may uncover a world of what up until now had been missed opportunities.
It’s all in the analytics, which can be provided for you through Wi-Fi and basic insights:
Target your messaging to customers with specific messages that will resonate with them. Here, your shopping center’s Wi-Fi can be your best friend as you trigger and link your message distribution as the customers move through your center.
You’ll personalize and improve the customer experience when you:
What you’ll get in return (allowing you to further optimize the customer experience):
In short: data collection!
Drilling down further, optimizing a customer’s journey through your center optimizes your chance to continually improve their experience. Here are just a couple of strategies:
Enriching the customer experience will only happen when you know the customer, and how they journey through your center. With the help of technology, knowing the customer journey is your first step toward making the customer experience brighter, more seamless and satisfying, while you benefit from increased visits and tenant sales.
See how RedFlag can help you protect what matters most.