Independent retailers are being urged to focus on the customer experience by improving the buying experience both online and in store. Experts claim that 2011 could be the turning point for many smaller retailers who, thanks to lower cost bases, can make innovative improvements to their offering, quicker than their larger counterparts.
With just over a year to go until The Olympics and The Queen’s Diamond Jubilee, retailers across the country are taking steps to prepare to capitalise on the expected surge in sales such nationally recognised events will no doubt bring.
Scott Storey, MD of CTS Retail says, “The High Street is a totally different marketplace than it was five years ago and being a top brand just doesn’t have the same power as it used to. Smaller Independent retailers can now use their size and low cost base totally to their advantage by making improvements to their service and experience that may cost larger retail chains hundreds of thousands of pounds to roll out across their stores.”
“The most important aspect of any retail offering is that the customer gets the level of service they expect, hopefully better, and one of the biggest sticking points for any retailer is not being able to satisfy the customer’s requirement.