Finding The Right Product Through Shoppers’ Suggestions
By Fatima D. Lora
Remember when you would walk into a store and a friendly staff member greeted you with a smile? Well, not all retailers offer that level of service today. In fact, sometimes it’s not easy to find a store associate anywhere in sight.
That was the case this past weekend when I went to a brick-and-mortar store to find a book about pregnancy (it’s my first!), but could not locate the correct aisle. I hadn’t been to this store in months, and discovered the section I was seeking had been moved. After walking around for almost 10 minutes to find an employee to help me, I saw one standing in the electronics section, and two at the customer service desk — all busy with a line of customers. A flicker of frustration passed through me: Not only did I need directions to the pregnancy book section, I also hoped for a female employee’s opinion of my intended purchase: Afterall, employees are consumers, too.
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After finally learning the correct destination was near the cook books on the second floor, I was happy to behold an entire selection of mother-to-be reading material. But which book would suit me best? Again, not an employee in sight. Luckily, nearby was a lady with twins who was willing to engage in conversation. She relayed her own experience about purchasing her first books about pregnancy then suggested a few titles I might find useful. What a relief! I was able to scan through just those options, instead of the entire shelf, prior to making my selection.
We all know the impact of customer reviews on e-Commerce sales; similarly, consumers that connect with others while in store aisles to share experiences and product reviews can gain information that’s just as influential.
Although we may not always be greeted at the store entrance with a smile, or even find a single employee to help us, often there’s a shopper whose opinions and reviews can help us find just the right product.
Follow Fatima on Twitter: @FatimaDLora
