Online vs. In Store: What do consumers want?
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Staff interaction is still vital in customers’ purchasing decisions, so make sure your sales associates are knowledgeable and friendly. And ensure that customers receive a truly unique in-store experience that they can’t get online.
One way to live up to customers’ service expectations is to take advantage of industry training programs, such as the North American Retail Hardware Association’s online training. These programs will equip your employees with the necessary tools to become product and project experts.
The NetWorld data shows that in-store experiences are still important to the retail industry, but it doesn’t lessen the significance of websites to retailers. A growing number of customers often opt to buy home improvement products online, so you can’t ignore e-commerce. You also can’t build a robust e-commerce presence overnight, so develop a long-term plan for how to implement your website and e-commerce platform. E-commerce resources such as Shopify and WooThemes are great places to start. Your co-op or distributor can also help get you started.
Brought to you by WRLA in partnership with NRHA
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