Posted by Admin on Nov 22, 2017
One of the hot topics in business at the moment is improving the customer experience. Customer experience (CX) is a lot more than customer service, but can be defined as the sum of all the interactions between a customer and an organization. Interactions can include visits to your store, browsing your website and any telephone conversations. Customer experience is so important because a customer who experiences a business in a positive way is much more likely to become a repeat and loyal customer. Retailers maximize sales with good cellular service in their store.
There are in fact many studies that show that customer experience has a big impact on a customer’s willingness to be a loyal advocate. The bottom line is that if you want your customers to stay loyal, you have to improve their experience!
Another big trend of today’s technological world is that consumers are constantly using their smartphones for a wide variety of functions and are demanding that they always be connected. There is very little tolerance for bad cell phone reception, irrespective of the cause, and many consumers will go to great lengths to make sure that they can do whatever they need to on their smart phone.
For retailers, the holiday season is critical and they start working and planning months in advance to be prepared. This means that you need to have enough stock, enough staff to handle the rush, and will have to handle a myriad of other details, big and small. If you think about it, you are actually making sure that you give your customers the best possible customer experience that you can.
Doing this will help you to profit as much as possible from the shopping season starting on Black Friday, and if you’re caught unprepared, it could be financially devastating for your retail business.
Studies show that 26 percent of Americans take part in Black Friday and Thanksgiving weekend holiday shopping searching for good deals and 87 percent of people will shop in brick-and-mortar retail stores. That should give you a good idea of what to expect if you don’t know already.
If you think that you will be able to meet all your customers' needs face to face, and they won't have to, or even want to use their cell phones while in your store, think again.
As mentioned before, consumers demand to always be connected, and that includes while they're shopping in your store. Customers will in fact use their phones to enhance their in-store shopping experience by doing a number of things:
Although it might seem that these activities don’t relate directly to whether or not they decide to buy from your store, indirectly it will have a huge impact. If your customers can't do these things while in your store, they're likely to get frustrated and go somewhere else. The other side is however also true - if they can do the activities described with ease and don't have to battle with bad or disrupted cell phone reception, they are likely to stay longer and spend more. If they are able to share your deals with their family and friends, it is even possible that some of those will pop by your store to pick up their share of the goodies, or ask your customers to purchase some on their behalf. Having your deals and product shared on social media could also provide a huge boost to your sales and profits.
It is unfortunately not good enough to take your cell phone and check how many "bars" of signal it shows in your store. This method of checking signal strength has a number of drawbacks:
The best way to determine the signal strength in your store is to check all areas with a professional signal meter. Although most phones can read the signal strength for its connected carrier in decibel-milliwatts (dBm), and this is better than the bars, a signal meter is the only way to get a very accurate reading for all carriers. Be sure to measure the strength in various areas in your store.
A reading of between -60 dBm (Excellent) and -90 dBm (Good) is usually acceptable. Anything less than that will cause problems.
Two methods are often used to improve cell signal in buildings, including retail stores. These are Wi-Fi and cell signal boosters.
If you offer free Wi-Fi to customers in your store, it is unfortunately not an ideal solution. While it may allow customer to access coupons or make calls, the customer experience it not seamless and easy. To make use of the facility, they would have to access their Wi-Fi settings and configure access. It would be a lot better if they don’t need to do anything extra and are not even aware of the solution you have provided.
Wi-Fi has the additional danger in that it could expose your business and your customers to security breaches. This is particularly true in environments that don't have proper firewalls or designated, separate customer and employee networks. Ultimately, Wi-Fi could expose you and your customers to viruses and spyware. This poses the very real danger of compromising valuable and sensitive company data.
Poor indoor cell signal can be addressed easily by implementing a cell signal booster. These boosters utilize passive distributed antenna systems, commonly known as passive DAS. Passive DAS takes existing outdoor cell signals and brings these inside the building where it is amplified by as much as 32 times through the retail space. This improvement of signal inside the store will eliminate dropped calls and slow internet access, preventing customers from becoming frustrated, and ultimately leading to a reduction in lost revenue.
With a strong cell signal you can improve your customers’ experience significantly, while giving them the peace of mind that their in-store transactions are secure. Making this investment will also not endanger your customers, or your store’s reputation.
Many retailers mistakenly believe that improving the cell signal in their store will cost an arm and a leg. Passive DAS is however a very cost-effective solution that can be installed in a few days if not hours.
It is undeniable that a reliable cell phone signal is critical to the success of your retail store. Give yourself an early gift this holiday season and reap the benefits it will offer in your retail space.
Our solutions provide reliable coverage for all carriers in North America, and will allow your customers to do all the things they demand and expect in today’s age, while happily shopping in your store.
If you would like to know more about how our cell signal boosting solutions can make this holiday season better for your customers and more profitable for you, contact us today. Or submit location details for a quote to install cell phone signal booster system, today!