{"id":3047,"date":"2021-05-11T13:37:27","date_gmt":"2021-05-11T13:37:27","guid":{"rendered":"https:\/\/2021dev.smileyanswers.com\/?p=3047"},"modified":"2021-06-18T07:41:30","modified_gmt":"2021-06-18T07:41:30","slug":"5-ideas-to-improve-the-human-experience-in-retail","status":"publish","type":"post","link":"https:\/\/smileyanswers.com\/staging\/4537\/5-ideas-to-improve-the-human-experience-in-retail\/","title":{"rendered":"5 ideas to improve the human experience in retail"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1456px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:2.88%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:2.88%;--awb-width-medium:66.666666666667%;--awb-spacing-right-medium:2.88%;--awb-spacing-left-medium:2.88%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\"><p><a style=\"text-decoration:underline;\" href=\"https:\/\/www.forbes.com\/sites\/heikkivaananen\/2021\/02\/24\/creating-a-customer-experience-growth-mindset-is-the-key-to-growing-retail-businesses-in-2021\/?sh=ab022c77386f\" target=\"_blank\" rel=\"noopener\">As shared earlier this year in Forbes by Heikki Vaananen, a HappyOrNot\u00ae founder,<\/a> retail organizations must put more attention into the customer experience to build and maintain longer term relationships with their customers.\u00a0 With the stress put onto retail businesses with shut downs and government regulations for Covid-19 safety, retail organizations have had to become more creative to reduce the financial strain from this pandemic.\u00a0 Business decisions become more important as a couple bad decisions can lead to a retail operation reducing operations or even shutting down.<\/p>\n<p>Since each retail business has their own challenges as they work through 2021, this post will focus on 5 ideas to improve the human experience in retail.\u00a0 No matter what retail organization you may work with, these ideas get to the basics to help you improve through the rest of 2021 and into next year.<\/p>\n<h4 style=\"color: #16ad31;\">Know and Manage your Touchpoints<\/h4>\n<p>A touchpoint is any interaction a person has with an organization.\u00a0 As technology increases and more websites are added to the internet each year, the number of touchpoints automatically increases.\u00a0 As business continues to become more competitive, the cost of acquiring human attention continues to rise.\u00a0 This makes it more important for businesses to better manage all these touchpoints.\u00a0 Losing and attempting to capture new customers is more costly than keeping and building long term relationships with current customers.<\/p>\n<p>Whether you build a customer journey map or use another form of naming all the touchpoints, have a way to understand how your customers experience your business.\u00a0 Customers can experience your business through digital means, physical means, or a combination of both.<\/p>\n<p>Below are a few important digital and physical touchpoints for your review:<\/p>\n<p><span style=\"color: #16ad31;\"><strong>Digital:<\/strong><\/span><\/p>\n<ul class=\"post\">\n<li class=\"post\">Your website<\/li>\n<li class=\"post\">Social Media channels<\/li>\n<li class=\"post\">Review sites<\/li>\n<li class=\"post\">Search<\/li>\n<li class=\"post\">Forums<\/li>\n<li class=\"post\">Business Listings<\/li>\n<li class=\"post\">Online Advertisements<\/li>\n<\/ul>\n<p><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;margin-top:8px;margin-bottom:7px;width:100%;\"><\/div>\n<span style=\"color: #16ad31;\"><strong>Physical:<\/strong><\/span><\/p>\n<ul class=\"post\">\n<li class=\"post\">Mailings<\/li>\n<li class=\"post\">Physical store appearance<\/li>\n<li class=\"post\">Employee Interactions<\/li>\n<li class=\"post\">In store product selection<\/li>\n<li class=\"post\">Store Hours<\/li>\n<li class=\"post\">Safety Measures in store<\/li>\n<li class=\"post\">Pricing at your physical locations<\/li>\n<\/ul>\n<p><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;margin-top:8px;margin-bottom:7px;width:100%;\"><\/div>\nTo build a better human experience, a business must know the ways that customers find and experience their business.\u00a0 This starts from the first impression and continues forward every day.\u00a0 Make sure your organization knows the touchpoints and which ones are the most crucial to building a better human experience.\u00a0 Since the interaction between physical and digital inputs continues to grow, a business must make the flow between these touchpoints smooth with reduced friction.<\/p>\n<h4 style=\"color: #16ad31;\">Engage with the 5 Senses<\/h4>\n<p>Understanding how we as individuals learn the world around us can help organizations build better human experiences.\u00a0 As shared by <a href=\"https:\/\/nautil.us\/issue\/46\/balance\/ingenious-lisa-feldman-barrett\" target=\"_blank\" rel=\"noopener\">neuroscientist Lisa Feldman Barrett<\/a>, our brains are like a black box in our bodies being fed data through our senses &#8211; \u201cFrom sensory input and past experiences, your brain constructs meaning and prescribes action\u201d.\u00a0 From sight, sound, taste, touch, and smell \u2013 every input matters.\u00a0 Reflect how the senses are engaged at your most important touchpoints.<\/p>\n<p>To constantly improve the human experience and have a bonding lifetime relationship with a customer, learning and engaging with the five senses is crucial.\u00a0\u00a0 As competition continues to become more intense, knowing and leveraging the senses can help your business improve the bottom line and retain more lifetime customers.\u00a0 When possible, engage with more than one sense at a time to produce more memorable experiences.<\/p>\n<h4 style=\"color: #16ad31;\">Enhance Human Relationships<\/h4>\n<p>To improve human experiences, every business must understand how every employee is building human relationships with other employees and customers.\u00a0 Throughout human history, there was no online experience. \u00a0The digital experience is new to the human experience.\u00a0 The brain has evolved to be social and to share world experiences with others.\u00a0 Although the digital space grows every year, people will look to the importance of relationships.\u00a0 With less human interaction, the importance of those interactions grows.<\/p>\n<p>To improve human experiences with human relationships, focus on major words that drive positive experiences.\u00a0 A partial list can include:<\/p>\n<ul class=\"post\">\n<li class=\"post\">Certainty<\/li>\n<li class=\"post\">Trust<\/li>\n<li class=\"post\">Community<\/li>\n<li class=\"post\">Status<\/li>\n<li class=\"post\">Autonomy<\/li>\n<li class=\"post\">Status<\/li>\n<li class=\"post\">Safety<\/li>\n<li class=\"post\">Family<\/li>\n<li class=\"post\">Self-esteem<\/li>\n<li class=\"post\">Purpose<\/li>\n<\/ul>\n<p><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;margin-top:8px;margin-bottom:7px;width:100%;\"><\/div>\nTake these words and go through your touchpoints.\u00a0 As an example, how are providing Certainty at your website, social media channels, reviews, employee interactions, first impressions, etc.\u00a0 Your organization will be rewarded by seeking more ways to improve human experiences at each touchpoint.<\/p>\n<h4 style=\"color: #16ad31;\">Capture Real-time Feedback<\/h4>\n<p>When perceptions and expectations change rapidly, like they are doing currently as individuals look to adapt to constant change during this pandemic, feedback and communication is even more important for any organization.\u00a0 As competition increases and customers leave (with just one bad experience), businesses do not have the luxury of guessing on customer and employee emotions.\u00a0 Real-time feedback becomes the standard to learn how others are feeling about their experiences.\u00a0 It is also important to have that feedback be simple and engaging for both customers and employees.\u00a0 People are under a lot of stress and will be less willing to put the energy into feedback systems with high friction.<\/p>\n<p>Do not let employees complain to one another in the break room or while they are working.\u00a0 Let them complain to you so that positive changes can be made.\u00a0 Make sure customers have a voice with you instead of displacing their anger on others through social media or in social circles.\u00a0 With today\u2019s technology, every retail business should have some form of real-time feedback to be on top of changing expectations and perceptions instead of constantly chasing them in service recovery.\u00a0 Improving the human experience means being proactive instead of reacting.<\/p>\n<h4 style=\"color: #16ad31;\">Develop better Cultures<\/h4>\n<p>Communicating and capturing feedback to make positive changes accomplishes something very important.\u00a0 It propels a better culture for both employees and customers.\u00a0 If an organization truly wants to improve the human experience in retail, culture should be a top priority.\u00a0 From a customer standpoint, what is the atmosphere of the business as they enter a store?\u00a0 Is it welcoming, warm, and friendly?\u00a0 What words do people feel about your organizations culture?<\/p>\n<p>When employees go to work, what is their perception of each day?\u00a0 Is it a grind for a paycheck that they need to survive?\u00a0 Or is it part of a life experience that improves their lives and those that they interact with on a daily basis.\u00a0 Every interaction and input matters when you want to raise the bar on human experiences.\u00a0 By listening, learning, and improving, your organization will constantly raise that bar on culture for both customers and employees.\u00a0 This will improve the bottom line and improve the lives that your organization serves.<\/p>\n<h4 style=\"color: #16ad31;\">Wrapping it up<\/h4>\n<p>The focus of this post was to get to the basics to improve the human experience in retail.\u00a0 This involves knowing where and how people interact with your organization by consistently managing the touchpoints where they receive inputs to make approach or avoid decisions.\u00a0 We as humans understand the world through the inputs that come into our five senses.\u00a0 As an organization, engaging with these senses to help others have meaningful experiences will separate your business from your competition.<\/p>\n<p>As the world goes digital, we are reminded that we have evolved with human relationships.\u00a0 The digital experience is important to survive as a retail business, but you need to look at it from a human perspective and add that aspect to the most important touchpoints.<\/p>\n<p>With changing expectations and perceptions along with increased competition, feedback is more important now than ever before.\u00a0 If your organization is not utilizing real time feedback to improve human experiences, another business will.\u00a0 With today&#8217;s technology, real-time feedback is not a luxury but a necessity.<\/p>\n<p>Improving human experiences means that an organization needs to raise the bar on the culture the customer experiences along with its employees.\u00a0 Better human experiences do not come from negative work cultures.\u00a0 Understanding important words and emotions and building them into cultures increases the opportunity for better human experiences.\u00a0 <a href=\"https:\/\/www.forbes.com\/sites\/heikkivaananen\/2021\/02\/24\/creating-a-customer-experience-growth-mindset-is-the-key-to-growing-retail-businesses-in-2021\/?sh=ab022c77386f\" target=\"_blank\" rel=\"noopener\">Having employees be involved<\/a> with the customer process and getting constant feedback will help improve organizations work culture.<\/p>\n<p>Lastly, use these five ideas together as you build a better bond with your customers.\u00a0 You can engage the five senses at all the major touchpoints to improve human relationships \u2013 then measure with real-time feedback to make positive changes and improve cultures.\u00a0 We encourage you to visit <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/\">SmileyAnswers<\/a> to learn how the HappyOrNot\u00ae system can help you with all five of these ideas to improve your retail human experience.<\/p>\n<h4 style=\"color: #16ad31;\">About SmileyAnswers<\/h4>\n<p>SmileyAnswers is the leading reseller of the HappyOrNot\u00ae Reporting System within the United States, Canada, and the U.K.\u00a0 HappyOrNot\u00ae has over 1.5 billion feedbacks to date and is a leader in capturing the real-time insight of customers, patients, and employees.\u00a0 With the recent addition of the <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/gotouchless\/\">Smiley Link and Smiley Digital<\/a>, SmileyAnswers is in the unique position to capture a whole journey Live by using the Smiley\u2019s for both <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/engage-with-your-customers-and-employees-utilizing-new-digital-solutions\/\">digital<\/a> and <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/smileyterminal\/\">physical<\/a> touchpoints.\u00a0 Organizations can \u201clisten\u201d to how people feel at all the important touchpoints.\u00a0 After capturing real-time feedback at these touchpoints, organizations can then \u201clearn\u201d what and <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/insight\/\">where the hidden pain points are<\/a> to make immediate positive changes.\u00a0 Finally, successes can be shared with <a href=\"https:\/\/smileyanswers.com\/staging\/4537\/solution\/\">Live Sharing<\/a>, Social Sharing, digital boards, social media, email, power points, and more.\u00a0 This process can be repeated daily throughout the year to constantly improve human experiences.<\/p>\n<\/div><div ><a class=\"fusion-button button-flat fusion-button-default-size button-default fusion-button-default button-1 fusion-button-default-span fusion-button-default-type\" target=\"_self\" href=\"mailto:sales@smileyanswers.com?subject=5 Ideas to Improve the Human Experience in Retailpost \u2013 May 2021\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">contact us<\/span><\/a><\/div><style>\nul {\n  list-style: none;\n \n}\n\nul li.post::before {\n  content: \"\\2022\";\n  color: #16AD31;\n  font-weight: bold;\n  display: inline-block; \n  width: 1em;\n  margin-left: -1em;\n  padding:10px 0 0 0;\n}\n<\/style><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_3 1_3 fusion-flex-column\" style=\"--awb-overflow:hidden;--awb-bg-size:cover;--awb-border-radius:2px 2px 2px 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\/><\/span><\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":3048,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","footnotes":""},"categories":[16,12,6],"tags":[1373,1700,1680,732,1694,1699,724,1693,1691,1690,1695,1696,1443,1692],"class_list":["post-3047","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-satisfaction","category-products","category-retail","tag-covid-19","tag-forbes","tag-happy-or-not","tag-happyornot","tag-mobile","tag-retail","tag-smileyanswers","tag-touch-points","tag-touch-free","tag-touchless","tag-touchless-feedback","tag-touchless-feedback-solution","tag-touchless-ways-to-engage","tag-touchpoints"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6.1 (Yoast SEO v28.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ 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