IMPROVING THE POINT OF SALE SYSTEM EXPERIENCE

Strategies for transforming customer visits into memorable experiences

Most successful businesses have one thing in common: a large base of loyal customers.

Companies spend millions on lead generation, but one of the best ways you can increase your revenue is to turn one-time customers into diehard brand-lovers. According to Forbes, brands with excellent customer experience bring in 5.7 times more revenue than competitors are lagging behind in customer experience.

Adopting a strategy that transforms customer visits into memorable experiences improves customer loyalty, lowers customer churn and increases revenue—and it all begins and ends with the point of sale system experience.

What is customer experience?

Customer experience (CX) is a combination of all the interactions a customer has with a company or business, from the first point of contact to becoming a loyal customer.

You’ve likely already implemented company-wide customer service policies, but welcoming a client when they walk in the door and making sure their needs are well taken care of is only the first step of the CX journey.

Customer service and customer experience are not the same

Customer experience is a phrase often used interchangeably with customer service, but in reality, they aren’t the same thing. Customer experience refers to how customers perceive your brand as a whole—not just interactions you have when something goes wrong. Here’s a simple comparison:

Customer Service

Responding to customer complaints, resolving problems and providing help in a timely manner.

Customer Experience

Making the customers feel valued and satisfied every time they have any interactions with your brand.

Customer service is much more tangible than experience because it’s easier to quantify. This is because companies can measure the number of messages sent to your support team or the number of complaints.

Customer experience, on the other hand, isn’t as simple to gauge. Despite prioritizing their customers, many companies are not truly delivering on their CX experience. According to one one recent survey:

To address this discrepancy, your CX strategy needs to be an integral part of your operations. And, when necessary, you must adapt your tactics based on customer interactions and feedback.

The results of bad customer experiences

These days, customers are more informed than ever before and they can find what they want with just a few taps of their smartphone.

With so many brands competing for attention, customers have higher expectations and a lower tolerance than ever before for bad experiences, and this shows in the statistics:

80%

Companies surveyed that believed they delivered a “superior experience” the their customers

VS

8%

Companies surveyed who felt that companies were really delivering a superior experience.

To address this discrepancy, your CX strategy needs to be an integral part of your operations. And, when necessary, you must adapt your tactics based on customer interactions and feedback.

The results of bad customer experiences

These days, customers are more informed than ever before and they can find what they want with just a few taps of their smartphone.

With so many brands competing for attention, customers have higher expectations and a lower tolerance than ever before for bad experiences, and this shows in the statistics:

33%

Customers who say they’ll consider switching companies after just a single instance of poor service

50%

People who have scrapped a planned purchase or transaction because of bad service

32%

Customers who would stop doing business with a brand they loved after one bad experience

When unhappy customers leave, they take a piece of your business with them. If you want customers to stay loyal, you have to invest in their experience.

The benefits of investing in the customer experience

According to data collected by retail services firm Invesp, it costs retailers five times more to attract new customers than to retain existing ones.

Placing more focus and effort into bringing customers back will have undeniable benefits. These statistics demonstrate the value of customer retention:

73%

Consumers who say a good experience is key in influencing their brand loyalties

5x

Loyal customers are five times more likely to purchase again and four times more likely to refer a friend to the company

140%

Customers are likely to spend up to 140% more after a positive experience than customers who report negative experiences

Simply put, the happier you make a customer, the longer they’ll stay with your brand.

Improving the customer’s end-to-end journey

Creating memorable experiences for your customers goes beyond high-quality products and great customer service.

Here are four main areas to focus on when building customer experience:

With the rise in technology, the way customers interact with companies has changed and the expectation for individualized experiences are higher than ever.

Redesigning CX with a point of sale system experience

Your point of sale (POS) system is a crucial touchpoint and one of the most direct ways for a customer to interact with a company. Especially when we consider that we’re living in an era where more and more people are buying products and services without even stepping foot inside a store.

The POS experience can be one of the most important factors that influence customer satisfaction. And, if your system is not up to speed with security and ease of use, it can quickly make a bad impression.

A modern POS system can collect and analyze information about your customers’ characteristics and preferences, giving you a better insight to map out your CX journey. That’s why it’s vital that you invest in a POS system that meets your needs, matches your CX vision and leaves lasting impressions on your customers.

Today’s POS systems are capable of so much more than just ringing up transactions. These modern systems are cross-industry, and let you connect with your customers in new and exciting ways.

Create consistent, enjoyable dining experiences in your restaurant business:

Your POS system has built-in sales analytic features that give you insight into your customers’ preferences. You can keep your menu fresh and up-to-date on the dishes your customers are loving (and removing those less-popular dishes). These reports will also help you stay on top of industry food trends.

Provide digital menus on your custom website, QR code generator, or mobile app so your diners can check out their options anytime. Many digital menus will automatically suggest items to a customer based on their past selections.

Include a branded mobile app that gives your customers options for contactless ordering, curbside pickup, and flexible payment options.

Reward returning customers and eliminate long checkouts in your retail business:

With POS system reporting, you’ll know when a popular item is running low so you can keep them in stock for your customers. Your employees can also lookup a customer’s purchase history to help them find their favorite products.

Bring the cash register to the customer with mobile POS terminals that accept credit and debit cards, and contactless payments like digital wallets. You’ll keep the lines short and checkouts fast for your shopper.

With your POS system, you can create loyalty programs to make your brand-loving customers feel prioritized. Easily collect customers’ emails and numbers and let them know about special discounts, events, and promotions.

Instill confidence and trust through secure payment options in your mobile business:

Whether your mobile business is a food truck, coffee cart, or pop-up shop, a POS system will help you build a competitive customer experience.

Bring your shop straight to the customer’s phone by maintaining an accurate, comprehensive digital catalog. By using point of sale software that accommodates a fully customizable catalog, you can have up to 100 items on display. With features that let visitors save items directly to their phones, you’ll keep your shoppers happy and coming back for more.

As a mobile business, you’re competing with the professionality of brick and mortar establishments, using the best mobile equipment will help build trust between you and your customer. A mobile POS software will let you offer a range of secure payment options from credit and debit cards to digital payments.

A modern POS system can help you collect valuable feedback. Understanding your customers’ experience will help you meet their expectations and serve Ask for feedback. The more feedback you collect, the easier it will be to determine what customers actually want from your company.

Transform your customer’s visits into memorable experiences

The POS experts at talech are ready to work with you to build a POS system experience that is tailored to your customer’s needs. You’ll have all the features you need to generate an unforgettable CX journey. Sign up for a free demo to see exactly what today’s cloud-based POS systems are capable of offering.

Want to learn more about making a lasting impression and building a base of loyal customers by improving your point of sale system experience?

Get your free demo

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