Customer relation during inflation

In the face of rising interest rates and inflation, small and medium-sized stores find themselves in a challenging position. But, it can still stay relevant and even act as a refuge for its customers and weather the storm. It's crucial to emphasize that your store is invested in their well-being, not just their wallets.

Even if your store was never designed specifically to deal with these kinds of challenges, you can continue to focus on all the other areas where your customers need support. If nothing else, this ensures they recognize you’re invested in their interests as people and don’t merely see them as a series of transactions that become part of your bottom line.

How Do Customers React to Inflation?

When inflation rears its head, customers are the first to feel the pinch. They have to bear the increasing prices for many products and services. Here are the common ways customers respond to inflation:

1. Cutting Back on Non-Essentials: With prices soaring, customers tighten their belts by reducing spending on non-essential items like hobbies, vacations, and dining out. The focus shifts to meeting the rising costs of basic necessities such as food, rent, utilities, and transportation.

2. Seeking Cost-Efficient Alternatives: Price-conscious consumers become savvier shoppers. They often opt for generic brands, bulk items as they are usually less expensive. They scrutinize prices, compare offers, and look for cheaper alternatives. Exploring new stores that cater to their budget constraints is also on the table.

The fundamentals of retaining customers during inflation

Successful store owners have distilled the fundamentals of retaining customers during inflation down to three key attributes:

Transparency,

Loyalty,

and value creation.

To put it in practical terms, these are the various steps store owners need to take to build strong customer relations, especially during inflation and tougher times:

1. Transparent pricing: Show the change in price. Be transparent about pricing changes due to inflation. Avoid sudden price hikes, and if necessary, explain the reasons for any adjustments. Offering advance notice of price changes can help build trust with your customers.

2. Loyalty Programs: Seasoned store owners keep emphasizing on the importance of running loyalty programs. It is the most efficient source of a captive audience and a secure 1:1 channel to engage with your customers. During inflation or times of price fluctuations, enhance or introduce loyalty programs that reward customers for their continued patronage. Offer discounts, exclusive offers, or points that can be redeemed for future purchases. This can provide an incentive for customers to stick with your store.

3. Quality Assurance: Maintain the quality of your products or services. Customers are more likely to continue buying from you if they can trust that the quality remains consistent, even if prices change.

4. Bundle Deals: Offer bundled products or services at a discounted rate. This can create a perception of value for customers while encouraging them to spend more with your business.

5. Help Customers Find Alternatives: Being there for customers also means helping them find alternatives that allow them to save money or have access to the products they need even if prices have increased. If you offer cheaper, but still quality, alternatives, customers are more likely to continue shopping at your store. Do not hesitate to make promotional campaigns to make these products known to your customers and encourage them to buy them.

6. Flexible Payment Options: Introduce flexible payment options such as installment plans, layaway programs, or subscription services. These options can help customers manage their budgets better during times of inflation.

7. Implement Price Tiers and New Sales Models: To avoid making customers weary with a price increase, it is possible to implement price tiers and thus reach several subgroups of customers and maximize your reach. Price tiers accommodate more customers; there are some who are willing to pay a higher price for additional features or higher quality products, while there are other customers who prefer to have a more affordable option.

8. Spend more time with your customers, let technology do the rest: Spend less time doing monotonous tasks. Adopt ShelfPerks Store Operating System, which can improve customer service and satisfaction, employee efficiency, payments, productivity, inventory management, purchase order, asset tracking and much more. Giving more time for revenue generating activities.

Diversifying Product Offering vs. Reducing Product Offering

During inflation, consider two contrasting strategies regarding your product range:

1. Diversify the Product Offering: Diversifying the product offering by offering cheaper alternatives or lesser-known brands helps mitigate the impact of inflation by providing more affordable options to customers.

2. Reduce Product Offering: Streamline your product range to focus on best-sellers and cost-efficient offerings, optimizing your inventory management.

The key is to adapt your strategies based on your specific store, customer base, and the severity of inflation. Regularly assess the effectiveness of your efforts and be prepared to make adjustments as needed.

Remember, in times of economic uncertainty, your commitment to customers as people, not just transactions, is what sets you apart and ensures your long-term success.