CUSTOMERS are always the top priority of businesses in their strategies. This holds true for small and medium enterprises (SMEs) in the retail and hospitality industries in Southeast Asia as they focus on providing them with a unique experience.
Based on Epson survey of 864 SMEs in the six of the largest Asean member-countries, companies in the region have significant ground to cover to enhance clientsā perceptions of their experiences as they rank such at an average of 50 percent of the potential score.
In fact, they shared that handling customer experience was among the top five business challenges they dealt with. No wonder retail and hospitality sectors lead in digital transformation. Per the study, 64 percent of respondents in these fields were initiating digitalization in the area of customer interaction, a far higher priority for them than new product development, or production processes.
Companies that are slower to embrace technologies that can link with other devices and software applications will have a more difficult time connecting with customers. Hence, itās high time for them to start making wise investments in technologies that will enable them to deliver the experiences expected by their clients so as to endure tough competition in the market.
Customization of services and experiential, event-based shopping setups are among the key trends that influence customer spending and preferences in Asia at present. Web-based patrons expect a richer and more interactive shopping experience, with more available channels and a broader range of products, services and payment options during their purchasing journey.
These call for brands to work much harder to attract and retain their customersā attention. Retailers and food and beverage operators should build more agile business processes that maximize technology to enrich customer experience and create data insights that analytics can convert into lasting value.
To give richer experiences to clients, SMEs can utilize the newest printing and projector technologies to make stores, marketing displays and product labels different from others. Laser projectors can make stunning signage, displayed on walls, floors and ceilings to engage and inform customers. Using in-house label printers, retailers can create on-the-spot personalized packaging of their products for a customized experience.
Whatās more, smart point-of-sale (POS) printers with wireless connectivity allowing staff to serve patrons anywhere in the store can enhance interactions with them, thus, strengthening the brandās quality. These equipment can even print directly from Web applications for online purchases and food orders, lessening wait time and proving a smooth, positive experience.
Across the region, SMEs are realizing that positive customer experiences can have an impact on revenues. It has been shown that when brands focus on the experience of clients, their topline grows by an average of 23 percent.
Indeed, effective use of the right technologies at the retail front during the POS can help brands innovate and differentiate themselves from the competition. So itās better for businesses to
invest now to achieve their respective goals.
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