Shopping centres have changed in so many ways over the last decade or so. Most major centres have had to overhaul their decor and update their flooring to remain relevant, on-trend, and attractive to shoppers. And that’s really just the start.
So let’s talk about some of the trends shaping the retail industry in 2019 and beyond - and what it means for store designs and even your shop floor maintenance schedule.
The retail landscape is changing
Australia’s retail industry has shifted significantly in recent years. Most notably, better online shopping options mean that pressure on physical stores and shopping centres has increased. We’ve recently seen the closure of some of Australia’s most well known retail franchises, like Dick Smith, Pumpkin Patch, and Toys R Us.
But what about everyone else? What’s keeping some stores open (and even growing) through one of the toughest retail periods in history?
It all comes down to improving the customer experience.
Why customer experience matters
When you can’t necessarily compete with online stores on price, options, and convenience, what’s left?
The biggest advantage physical stores have is their ability to create a more immersive and memorable customer experience. Because if you can take a trip to the shops and turn it into an event that people will enjoy and experience together, more people will leave their house to do it. These days, shopping is about more than just the right products and price. It’s about the experience.
Aesthetics matter
A big part of the customer experience is aesthetics. It’s why so many shops are changing their look, renovating their stores, and modernising their designs. In many stores this looks like maximising natural lighting, incorporating indoor plants and water features, and replacing tired, old flooring with newer, glossier floors. In the age of social media, Instagrammable shops are attracting more people and keeping them in store for longer.
Offline success begins online
Your customers’ experience and their decision to shop offline begins online. A lot of the time, shoppers will check out review sites and social media profiles before they make a trip into a store, so they can avoid a disappointing experience. So it’s important for managers to keep their online profiles up-to-date and appealing. They need to use the available online resources to help drive more traffic to stores and increase brand visibility. Plus, ensure they keep up high standards of service and store maintenance to encourage positive reviews and ratings online.
Shop floor maintenance is critical
Shop floors get walked on by anyone who steps inside the store and generally end up looking dirty, marked, and worn before other fixtures. No matter how amazing the products are, if the floor looks filthy, it’ll bring down the brand reputation and cheapen the store. One survey found that 86% of shoppers would leave a store if the floors were dirty, so it’s easy to see how this detail could have a huge impact on sales.
Keeping up with shop floor maintenance is so critical for retail stores. A clean store (and clean floors) is part of boosting the customer experience – and their perception of the business. Regular
scrubbing and
sweeping, along with floor stripping and recoating as needed, will ensure stores stay on top of their shop floor maintenance and their customers keep coming back.
Update your shop floor maintenance schedule
If you’re looking to improve your in-store customer experience, one of the first things to do is look at your shop floor maintenance schedule. When you look at your floors everyday, it can be easy to miss details that are obvious to new customers - like wear and tear, and built-up dirt.
So take a fresh look. Are they due for some extra maintenance? Do you need to clean them more frequently to keep up with the amount of foot traffic you’re getting? Make sure your floors are contributing to a positive customer experience, and if they’re not, make it a priority to update your shop floor maintenance and improve the appearance and cleanliness of your floors.
