Australia’s brick-and-mortar retail industry is not just surviving but thriving. Total retail turnover in Australia surpassed 35 million dollars, a 10 million jump from 2022. In a world seemingly dominated by online shopping, physical stores are doing well! However, the challenge of keeping a brick-and-mortar store afloat is still present.
You’re undoubtedly aware of your hurdles if you’re a brick-and-mortar retailer in Australia. But here’s the good news: you can employ many strategies to survive and thrive in this competitive landscape. Read on for tips to attract customers and keep them returning for more.
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1. Putting the focus on customer service
81% of people claim good customer service decides whether or not they make another purchase. Top-notch customer service is like having a secret ingredient for your business success recipe. After all, when you walk into a store, and the staff welcomes you with a genuine smile, doesn’t it make your day a touch brighter?
Excellent customer service is making people feel valued, heard, and appreciated. When you go the extra mile for your customers, you create an experience that is hard to replicate online. And guess what? People remember experiences. They return, recommend your store to others, and become loyal supporters.
2. Taking a big data-driven approach
Data is the gold mine that can transform ordinary shopping experiences into extraordinary ones. Store owners can leverage data analytics to understand customer behaviour patterns. You can tailor your offerings, promotions, and services to individual customers by analysing purchase history, preferences, and demographics.
For example, Aldo, one of Canada’s biggest retailers, developed a service-oriented data architecture to analyse customer data and ensure a seamless experience and stress-free working of their system during the massive Black Friday sales.
Identifying touch points in your customer’s buying journey and getting data from that can help you do something similar, even on a smaller scale.
3. Move beyond the traditional with new experiences
Brick-and-mortar retailers face the challenge of reinventing themselves. Some have seen success by transforming their stores into hubs of personalised and engaging experiences that go beyond simply selling their products.
According to a recent report, foot traffic at Lululemon and Nike stores surged by over 11% and 6%, respectively. Meanwhile, other sporting apparel stores saw an 8% drop. How did they achieve this? Lululemon operated as a yoga and design studio, offering in-store classes. At the same time, Nike created the House of Innovation program.
By curating immersive experiences within your store, you attract foot traffic and create buzz, becoming a community hub. Set up demo stations where customers can experience the latest products firsthand or partner with local artisans or food vendors to create mini-markets within the store.
4. Embracing multi-channel selling
Consumers expect seamless interactions across various platforms, and retailers must adapt by diversifying their presence across multiple channels. For apparel sales in Australia, reports indicate that 41% of shoppers research and purchase only in stores, 36% use omnichannel, and 23% shop exclusively online.
One of the significant advantages of multi-channel selling is the ability to offer a cohesive and enhanced customer experience. Customers can browse products online, read reviews, and make an informed decision, only to pick up the product in-store later. Alternatively, they explore items in-store and order home delivery through the retailer’s app. This seamless transition between online and offline channels gives customers the desired flexibility, enhancing their overall satisfaction.
5. Social media marketing can be a game-changer
Like it or not, social media is something you need to devote some time to if you want your retail store to succeed. Social media platforms provide retail stores with an extensive global reach, enabling them to showcase their products, unique selling points, and brand personality to a vast audience.
You also can precisely target the ideal audience based on demographics, interests, and online behaviours, with promotional content and strategic advertising campaigns tailored to your audience. It’s a good thing social media marketing doesn’t have to drain your schedule since you can outsource the position, allowing you to remain focused on other things.
6. The impact of supporting local events
According to Peter Strong, Executive Director of the Council of Small Business of Australia, small businesses engaging in community involvement is a good “way to boost awareness of their brand, particularly in country areas and smaller local communities.”
Retail stores can make a difference by actively supporting local events and initiatives like festivals, charity events, sports clubs, or cultural celebrations. This symbiotic relationship doesn’t just benefit the community; it fosters growth, loyalty, and a sense of shared purpose.
Strong community bonds translate into customer loyalty, as people are more likely to support businesses that actively contribute to the well-being of their local area.
Want to boost the performance of your brick-and-mortar store? A Tasker can help!
While the above small business tips can help you run a successful brick-and-mortar store, store owners often juggle many tasks. How can adding more into the mix even be possible!? The burden of these responsibilities can be lightened, allowing entrepreneurs to focus on what truly matters – growing their business.
Many skilled professionals can assist you with everything from market research to accounting, providing the expertise and support you need. By delegating tasks to capable Taskers, you can free up your time and energy to concentrate on the strategic small business hacks listed above.
Expand your team and lighten the load by posting a task on Airtasker today.
