Home topics small-business-resources retail eCommerce Industry Retail eCommerce Four tips brick and mortar retailers can use to truly personalise their in-store experience Nikki Michaels March 28, 2017 As competition grows, retailers have to work increasingly hard to maintain steady foot traffic in their stores. But once you attract that traffic (be it through a compelling storefront, a killer omnichannel marketing strategy, or effective word-of-mouth), you should focus on crafting a personalised experience so unbeatable that those customers come back again and again. Here, we discuss four tips to turn your brick and mortar stores into a personalised wonderland. Give staff the tools to create memorable experiences It’s important to cultivate team of retail superstars, as the employees you hire will make or break an in-store experience. Once you’re found your people, provide them with the right tools and knowledge. With the right training, each member of your team will be able to walk that critical line between being helpful and overbearing, and they’ll know how to use your customer data and analytics to provide each shopper with a memorable and personalised experience. Take Apple, for example. The retail titan teaches each of its store employees to follow the 5 Steps of Service (a technique Steve Jobs originally learned from the Ritz-Carlton). Here’s the breakdown: Approach customers with a personalised, warm welcome. Probe politely to understand all the customer’s needs. Present a solution for the customer to take home today. Listen for and resolve any issues or concerns. End with a