How can we reduce retail dropout rate?

If a user customer leaves our store without buying our products, we have missed an

opportunity. In 2019 it is estimated that, for this reason, the retail sector has had some

potential losses of 2.9 billion euros.

The question is: why are we leaving the store without buying? It seems that the main

reasons are:

● The lack of stock (main reason for abandonment for nine out of ten buyers)

● The waiting times in queues (70% of users prefer to leave without buying than

waiting in line)

● The fact Not attracting users with personalized offers.

In addition, customers leave the store, in some cases, due to lack of attention, because

sometimes sellers do not listen, do not talk to them... Think, for example, of Starbucks where

customers have to wait to be served but they don't get mad and they don't stop attending.

Something as simple as a smile from the store staff is a detail that influences a lot. When

you arrive at a store and receive kindness and smile, the interest in the products they offer

increases and the time spent in the store is greater. It is necessary to interact with the

customer in a specialized way by adding value to their purchase and to their experience.

It is necessary to generate experiences in the store that make the visit worthwhile. The

customer wants to have a good time and to enjoy the shopping experience

The keys to reduce rebound:

● Keep the store in order and clean.

● A comfortable store configuration, both for the customer and to perform work

processes without disturbing visitors.

● Control and optimize the stock, especially in "flagship" products. This is what more

dropout can cause but technology is advancing in this aspect.

● Avoid waiting and queues (waits to pay, to prove products, to get informed...).

● Take care of the sales team. They must be well trained, motivated and have

updated information.

From here, we can work to exceed customers´expectations and also improve the on-off connection that can improve the customer experience:

● We do not have it in the store but we can deliver it at home in 24 hours

● Collect it yourself (self-pay boxes)

● Pick up your order online at a self-service locker, without waiting

● Check the stock in store from the Internet

And everything that has to do with the customization of this experience and that turn the

store into a place of entertainment, fun, exploration, meeting... Whatever our customers like.

Written by: Lucía González Ramos, Flame analytics´Marketing manager.

Lucía González Ramos
COMUNICACIÓN, MKT Y VENTAS
Síguenos en Facebook
Tlf: +34 984 191 405
Web: www.flameanalytics.com
Skype: luciagramos33