Increasing Online Luxury Retailer’s Revenue with Customer Engagement
By Oliva Steele
November 17, 2021
Imagine for a moment that you’ve just walked into a luxury retail store. You are immediately greeted by a sales specialist who asks, “How can I help you today?” This is expected, because when you are buying luxury products or services, a sales specialist provides full service the entire time you are in the store…and often after you leave. They ask questions such as, “Who are you shopping for…yourself or someone else? How can I help you? Allow me to show you this as a start. I’m here with other options as well.” It’s a basic and fundamental expectation in luxury retail stores that a sales specialist is fully engaging with each customer. The obvious question that comes to mind is, why doesn’t this expected customer engagement happen on luxury retailers’ websites?
Factoid: Online shopping allows customers to find identical or nearly identical products among hundreds of different websites. Because the market is flooded with options in the current eCommerce environment, purchasing decisions often are influenced by best price or shipping options. Having the best products is simply not enough anymore. Customers want quality, value, and experience. The online evolution has begun, so creating an in-person experience – with a trained sales specialist – whether over chat box or virtual in-store experiences, will differentiate your online luxury retail store in an already saturated market.
Engagement with online customers positively differentiates your online store, and who doesn’t want that? The kicker though, is that this type of differentiation will also boost your bottom line with documented revenue growth of nearly 25%. No matter the size of your luxury brand (small boutique or large retailer), that kind of growth is significant! Trained online luxury sales specialists help customers make buying decisions, have the ability to upsell at the end of the conversation, close the sale, and increase customer retention. The opportunity for luxury online retailers to provide more value, better engage their online customer, and reap greater online sales is ripe and well worth the investment in upskill training.
How Conversation Couture Can Help
We understand that making the move to a luxury e-commerce space may seem daunting. There are so many variables to consider, including return on investment. Simply put, Conversation Couture provides training expertise that is a customized solution for existing sales associates and managers. It’s designed, tested, and proven to drive greater online sales, improve customer engagement, and enhance and sustain brand loyalty within a virtual shopping experience.
Yes, it can be taught!