Dry Cleaning and Today’s Consumer
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Today’s consumer lives on the internet and on mobile. To keep up, service providers must use technology to provide a differentiated customer experience. In this post, we discuss how dry cleaners can use various forms of digital technology to engage customers throughout the retail cycle and provide an excellent experience.
The modern customer experience does not begin and end in the store. It begins with the brand’s first interaction and continues through the transaction to the customer’s recommendation — or complaint. The prevalence of social media and review sites makes it that much more crucial for service providers to give their customer the experience they expect. Indeed, that kind of experience creates a feeling of relationship between the customer and the brand.
Digital technology gives service providers unprecedented methods to engage their customers: email, social media, referrals, mobile apps, push notifications, and text messaging, in addition to traditional face-to-face interaction.
Certainly the key tool for this — where people spend the majority of time engaging these channels — is the mobile phone. Americans average more than 2 hours per day on their mobile devices, checking their phones 221 times a day or every 4.3 minutes! We are constantly using our phones to communicate, learn, be social, and engage, and retailers must take advantage of this tool to be a part of that engagement. Indeed, 83% of younger consumers plan to conduct mobile commerce in 2016, and 81% say it’s important for retailers to have a mobile app.
Cleaners who recognize the importance of customer engagement will recognize the importance of mobile as the central tool for that customer engagement, where email, social, and other engagement tools converge.
Starchup provides cleaners with the digital tools and strategies to reach, engage, and delight their customers. Is your business ready for the digital age?