The Role of Merchandising in The Customer Experience

"Consistent merchandising is more important than ever, as it's essential for brands to create compelling customer experiences and stay competitive in a changing landscape."

When it comes to merchandising do you collect and archive information or do you leverage customer insights to create a better customer experience? Merchandising data is useless if it fails to capture the full story. To increase your chances of success, it's important to integrate your merchandising strategy with your CX program.
 
Consistent merchandising is more important than ever, as it's essential for brands to create compelling customer experiences and stay competitive in a changing landscape. The in-store experience isn't just selling products; it's creating a brand experience that is part of consumer's daily lives. Even the most loyal customer can’t buy their favorite product if it’s out of stock (OOS) or in the wrong location.
 
Retailers have mainly focused on in-stock positions and sales floor layout; however, CPG brands are now realizing that there is much more involved in ensuring a great customer experience for their products. Consumers make the majority of purchasing decisions at the point of purchase.

 

"To effectively understand and monitor a customer's in-store experience and what matters most to them, brands must understand how consumers learn about products, their experience when navigating through retail aisles, and what role signage and promotion play in their purchase decision-making process."

 

Retail merchandising and customer experience work best when they’re utilized together. Brands can improve on this by leveraging third-party retail merchandising services. With a third-party merchandising partner, brands can easily optimize inventory logistics, understand the customer experience, and increase sales. From placing products within easy reach for customers to labeling and positioning items for maximum appeal, third-party merchandisers work to make sure all aspects of a store are appealing.

 

Collecting real-time feedback with merchandising audits can provide a wealth of invaluable data that brands can use to improve customer experience. Our retail merchandising services collect feedback from customers, as well as employees and management teams to help our clients understand what works for customers and which areas could be improved or changed to better capture their attention.

 

Leveraging these insights will help you improve your CX program before problems arise, which means less money spent on fixing promotional layouts, product placement, or staffing issues.. as well as happier customers who will return more often.


We can help get you to create an integrated CX and merchandising strategy. Get in touch to learn more!

 

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