Improve Your Customer Experience with Convenience Store Mystery Shopping
Posted by Kathleen Delaney
June 25, 2019
As a convenience store manager, there are few things that are more important than bringing in repeat business. You want your customers to have a positive experience that inspires customer loyalty and ensures future visits. If you want to know how customers are being treated in your store, consider convenience store mystery shopping.
Today we’re sharing some tips regarding how to engage your customers and improve their experience.
Focus on your customer.
When we consider ways to increase profits, we often think about the products we offer instead of focusing on the customer. However, by taking a guest-centric attitude, you’ll be able to identify who your customers are, what they want to purchase, and how they want to receive it.
When you think about your customers first, you’ll be able to identify the motivators that deter or drive them to your store, and you can begin to put processes in place that make your store more valuable to your customers. Convenience store mystery shopping can help identify which processes are needed.
Build an environment of reliable convenience.
Being consistent is crucial when it comes to increasing repeat business. Consumers typically stop at your store because it’s convenient to where they are or where they’re going. For instance, reports show that the following all have a major impact on the overall customer experience:
- Speed of service
- Ease of parking
- Cleanliness of the store
- Good selection of affordable, fresh, and portable prepared foods
If you can consistently deliver on those four key factors, and verify it via convenience store mystery shopping, you’ll create a reputation that will entice return customers. And if you can do this better than your competitors, then you’ll begin to see people going out of their way to stop at your store instead of theirs.
Boost repeat business with a convenience store loyalty program.
These programs can be a real game changer when it comes to boosting repeat business. There are two essential qualities that any successful loyalty program needs. Firstly, the process to enter the program has to be extremely easy. Secondly, there has to be a clear advantage to being a loyalty member.
Offer a variety of fresh foods.
Customers need to be able to switch up their routine and have plenty of fresh options available to them. You can expand your fresh selection by offering limited-time-only flavors and variations on your most well-liked products.
For example, rotating through different flavors of coffee is an easy way to drive repeat business and bring customers back into your store when their favorite flavors are available. It’s also a great way to test out possible permanent products. If one or more of your varieties sell out quickly, you’ll have a good foundation for adding it to the lineup permanently.
Put it all together.
With these four strategies in mind, you shouldn’t have a problem increasing repeat business for your convenience store. The main idea behind each strategy is to put the customer first and provide an experience for them that exceeds their expectations. Above all, the more customer-centric and customized you can make your store’s shopping experience, the more likely it is that your customers will return.
Want to know how your customers are enjoying their experience at your store? We can help! Our convenience store mystery shopping offers simple, objective observations of your staff and operations through the eyes of a professional. Contact Reality Based Group today to find out how our programs can help boost your repeat business!