Have you ever made a purchase at your own store so you can experience the transaction from your customers\u2019 perspective?<\/p>\n\n\n\n
The final transaction is a crucial point of exchange between the customer and merchant, so it could be a worthwhile thought experiment. More is going on in that moment than the exchange of funds to finalize a sale: This face-to-face interaction can be important for making a long-term connection with a customer.<\/p>\n\n\n\n
A positive conclusion to the shopping experience encourages repeat business. In one recent survey, Canadians were asked why they had chosen a particular store to make a purchase. They cited good customer service \u2014 helpful, knowledgeable and friendly \u2014 as their number one reason. In other words, they based their decision on memories of a previous shopping experience at that store.<\/p>\n\n\n\n
On the other hand, people who experience friction during their visit become less loyal to the same retailer going forward. A recent survey commissioned by Interac found 75% of Canadians have stepped away from a purchase because of a long checkout line, and 60% are less likely to return to a store if they can\u2019t pay the way they want.<\/p>\n\n\n\n
All considered, it\u2019s wise for a retail business to think about its options for making the checkout experience frictionless and rewarding for the customer \u2014 that way, it will deliver value for the people on both sides of the counter.<\/p>\n\n\n\n
What are some best practices among Canadian retailers? Read on \u2026<\/p>\n\n\n\n
Kristina Rapson of Dogfather & Co., a high-end pet boutique with two locations in Toronto, says it\u2019s important to keep talking with customers through the payment moment to make sure they\u2019re leaving the store happy.<\/p>\n\n\n\n
\u201cThe ideal interaction for customers coming into Dogfather is to be able to keep a conversation going from the beginning to the end,\u201d she says, \u201cin order to figure out what products are best for them and really build a relationship with them.\u201d<\/p>\n\n\n\n
Maybe it\u2019s because they\u2019re busy, maybe it\u2019s because they want to keep up with the latest technology, but one thing is clear: Canadians love contactless payment options, and they\u2019ve been among the most eager adopters in the world.<\/p>\n\n\n\n