In the past, this would require phone calls, emails and in-person meetings that potentially stretch out the process longer than what’s necessary and could result in an overall less-than-convenient experience.įortunately, the human interactivity and personal connection of SMB services doesn’t have to be lost over digital channels. In the case of commissioning a personally designed wedding gown, the bride-to-be wants updates on the design, the fit and when it will be ready. Clients want high-touch service, which requires constant communication coming from the businesses they’re working with. For example, getting married is an exciting and stressful experience.
Since small businesses offer customers a more individualized and attentive experience, than larger retailers, they need to ensure the personalization their clients love them for isn’t lost in digital translation.Įven the most digitally savvy customers still tend to prefer human interaction at certain stages of the buyer journey, especially in the case of luxury retail that requires multiple customer touch points. The Small Business Digital Resilience report published by Moxtra found that two-thirds of small business customers say that COVID-19 has motivated them to consciously shop more from small businesses moving forward. When Adapting to Digital, Preserve Your Personalized Touch But now there’s a way for small businesses to easily create applications that rival large competitors - and it doesn’t require technical expertise or a massive financial investment. However building an app from scratch is time-consuming and expensive. That means offering just-in-time service, human interaction and completing business with the customer in a single seamless mobile experience.Īn app can help you better serve your customers and grow your business, while still maintaining the personal experience your customers expect. Increasingly, small retailers are under pressure to provide digital offerings comparable to those of major brands. They expect a quality high-touch anytime, anywhere mobile experience - regardless of the size of the operation. But today’s customers want more than convenient shopping opportunities. In the not-so-distant past, a small retailer may have been able to survive solely on sales from foot traffic.
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