Guest Post: Customer Experience in Responsible Specialty Retail
Ulla Pöllänen, the CEO of the Federation of Finnish Special Commodity Trade ETU
Customer Experience in Responsible Specialty Retail: The Importance of Experiential and Smooth Shopping
Responsibility, authenticity, and customer experience have become central in today's retail. This often applies especially to domestic responsible clothing stores, which Virkkukoukkunen excellently represents. Nowadays, customers' values and expectations can be seen as strongly guiding purchasing decisions.
Different Dimensions of Experiential Shopping
Experiential aspects are an increasingly important part of the customer experience, as shopping has changed from a mere cash transaction to an emotional process where customers seek more and more memorable and meaningful experiences. In brick-and-mortar stores, offering experiences often starts with the milieu and atmosphere. For example, interior design utilizing recycled and natural materials and warm lighting can support the message of responsibility and create an environment where customers feel comfortable. Similarly, in online stores, experiences can be created through visual appearance and imagery.
Responsibly manufactured products often have a strong story behind them, and communicating these stories strengthens the experiential aspect. When customers know where the materials come from, who made the product, and what values the company represents, shopping becomes more than just acquiring a product. Through conscious choice, it also becomes a statement and commitment to one's own values.
When discussing customer experience, the importance of service cannot be overlooked. Knowledgeable and friendly staff can make the shopping experience personal. With good fortune, the experiential aspect is further complemented by a sense of community. In this case, the store becomes more than just a shopping place – it can be a community to which customers feel they belong.
Easy and Smooth Shopping Experience as Part of a Positive Customer Experience
In addition to experiential aspects, customers value ease of shopping and personalization. Often, customers also appreciate clear product presentations, easy navigation, and a hassle-free payment process. The ability to ask questions and get quick answers is also important.
Overall, customer experience is a key factor in the success of responsible specialty retail. Experiential aspects and a smooth shopping experience are key factors that help build a strong and long-lasting customer relationship. When these factors are combined with ease and personalization, a customer experience can be created that stands out favorably and leaves the customer with a positive, memorable impression.
VirQ's operations already include these elements of excellent specialty retail, such as experiential aspects and smoothness.
Autumn greetings from Vantaa!
Ulla
The author, Ulla Pöllänen, is the CEO of the Federation of Finnish Special Commodity Trade ETU, whose heart's matter is highlighting specialty retail and promoting its success. In her free time, Ulla promotes her own well-being through strength training and spending time at her summer cottage.
