Same Store Sales Growth (SSSG) is a critical KPI for the retail industry, serving as a clear indicator of customer loyalty and engagement. Flat or negative growth often signals a significant challenge: customers may be satisfied, but they aren’t returning.
So, how can retailers turn this trend around?
Let’s explore how conversational care, powered by platforms like WhatsApp and Generative AI (GenAI), can help retailers improve SSSG by fostering deeper customer loyalty.
The Loyalty Gap in Retail
Retailers often struggle to maintain regular contact with their customers, making it difficult to measure and improve loyalty. Bridging this gap requires a proactive approach to customer communication, using a mix of modern tools and proven techniques.
Techniques to Enhance SSSG with Conversational AI
1.Digital Receipts and Feedback Loops
Start by sending digital copies of receipts through popular messaging platforms like WhatsApp. This simple yet effective step not only modernises the shopping experience but also opens the door for feedback collection using methodologies such as the Net Promoter Score (NPS). Retailers can further enhance this strategy by inviting customers to leave Google Reviews, improving the store’s online reputation.
2.AI-Driven Personalised Feedback
Generative AI tools can analyse receipts and engage customers with tailored feedback requests. For instance, AI can ask about a newly purchased apparel item or a dish from the store’s café, making customers feel heard and valued. This level of personalisation fosters a stronger emotional connection with the brand.
3.Remembering Customers and Milestones
Leveraging conversational AI, retailers can recall customers’ last visits, celebrate their important life events, and inform them about new arrivals or exclusive launches. Personalised reminders, such as relevant offers sent ahead of time, demonstrate care and attention, boosting customer confidence and loyalty.
4.Proactive Engagement Before Store Visits
Initiating meaningful interactions before customers even walk into the store can significantly improve their shopping experience. For example, sharing personalised offers or sending product recommendations based on past purchases creates anticipation and builds trust.
5.SSSG and the Loyalty Connection
Customer loyalty directly impacts SSSG, making it essential for store managers to focus on the underlying factors driving satisfaction and retention. By adopting conversational AI and strategically engaging with customers, retailers can create a positive feedback loop that improves loyalty and, in turn, drives sales growth.
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