Have you ever found yourself stepping in a store that you know nothing or little about? If you have, what do you think were the reasons why you did so? Was it the store signage? Was there something on the store door or window that got your attention? Whatever the reasons are, bottom line is that something enticed you to step in the store despite not knowing much or nothing at all about what products or services the establishment offers.
Why is this so? Why does this happen?
Human beings are hardwired to be attracted to something that makes us feel good. It involves all the five senses, but mostly sight, smell, and hearing. The stronger the attraction, the more we are drawn to it. Stores are no different when it comes to attraction. What people experience just by standing in front of your store or from across the street either draws them in or simply ignore your store. Even people who have heard good things about your store, but has not visited it yet can easily be dissuaded because of what they experience before even attempting to enter your store.
This is the next customer experience.
This is not limited to just potential customers. Even your loyal customers go through the same experience every time they come back and visit your store. Always remember that each customer visit will be a different customer experience.
Do a little experiment and let’s see what you can discover.
* Bring a pen and paper with you then step outside your store and look at its façade.
* Without thinking much, write down the words that pop up in your mind?
* Now ask your employees to do the same.
* Create a main list containing all the words you and your employees came up with.
* From the main list, segregate them to “Feel Good” and “Not Feel Good”
What do you notice? Are there common words? Are there more words under “Feel Good” than the “Not Feel Good” or the opposite? Further more, what emotions do these words convey?
This is when the emotional experience starts. Every experience we encounter involves emotions and these emotions play a significant role when making decisions. It’s but human to seek and feel positive emotions. In fact, the positive emotions get so addicting that we build habits to keep on feeling the same positive emotions. If done right, you customer’s habits can involve visiting your store.
The easiest and simplest action you can do to invoke a number of positive emotions from another person is a smile. Your smile can brighten someone’s mood, influences positive responses, inspires, and so on. But most of all, it can put a smile on someone’s face.
When people look at your store, is it smiling at them? Is it making them feel good? Is your store smiling?
It’s very interesting how something trivial for most people can be used to further increase a store’s potential. Most often than not, your store will be neighbors with other stores both competitors or non-competitors. Does your store stand out and attract attention?
ExitShopping® can help your store further attract loyal customers and gain new customers. We are not even halfway through the entire customer experience and we can already increase your store’s potential.
In my next post, we will look into the next customer experience and determine if your customers will keep coming back for your “Bread and Butter”.