Every business has to consider the impact of their decisions on the overall customer experience (CX).
This principle resonates strongly in the retail industry, given the dependence retailers have on repeat
purchases. Whether a retailer is a small neighborhood business or a multibillion-peso institution, a
commitment to elevated customer experiences will always be necessary for stoking customer loyalty
and continued business growth.
Though virtually every customer-facing decision has the potential to impact CX, businesses must try to
prioritize factors that they can consistently control. Most businesses seeking to enhance CX will correctly
look into standardizing their marketing, staff training, and brand development.
Unfortunately, many fail to consider how CX is impacted at the Point of Sale (POS) and by the
technologies used to facilitate transactions. Indeed, when chosen wisely, a business’s POS system can
create the groundwork for elevated CX across the whole organization.
Let’s examine how updated POS systems can help Philippine retailers deliver world-class CX and repeat
business:
1. New Generation POS Systems Offer More Convenience
Trends in Philippine payments demonstrate that Filipino consumers are increasingly becoming driven by
convenience rather than low prices. Despite the added fees, more Filipinos are now using mobile wallets
and payment cards for an increasing proportion of their purchases, simply because of the convenience
these methods provide. Retail businesses should take note of these emerging trends and integrate POS
systems that effortlessly facilitate these alternative payments.
Fortunately, accepting digital transactions isn’t just great for customers but for businesses as well. By
accommodating various payment methods, new POS systems and significantly elevate the baseline CX
offered by a retailer, consequently delighting customers and encouraging them to make future
purchases.
2. Seamless Transactions, Elevated Satisfaction
With online shopping, self-pickup, and digital payments now trending, typical Filipino retail customers
are now far less willing to wait at brick-and-mortar shops. Integrating modern POS systems into physical
stores can streamline transactions and reduce wait times, empowering businesses to offer a CX more in
line with modern expectations.
With modern POS systems in place, transactions at physical stores become hassle-free. Customers no
longer have to endure long queues or wait impatiently only to be told their preferred payment method
isn’t accepted. Instead, transactions can be completed in moments, allowing customers to spend less
time waiting in line and more time enjoying their shopping experience.
3. Enhanced Security and Trust
Cybersecurity is now a growing concern among regular Filipino shoppers, with major institutions already
having to deal with regular data breaches and privacy concerns. Since trust is paramount in developing
customer relationships, businesses must always be able to provide a credible defense against emerging
cyberthreats to encourage repeat patronage.
Modern POS systems come with robust security features already built in, giving businesses a working
solution for safeguarding sensitive payment information. By choosing payment technologies with solid
data security features, retailers can demonstrate their commitment to protecting their customers,
reinforcing positive brand perceptions, and stoking customer loyalty.
4. Insights for Personalized Experiences
POS systems can be a good tool for understanding customer preferences and behaviors, particularly
when they’re linked to a retailer’s inventory and customer management systems. The information
derived from sales patterns can be used to prevent trust-eroding stockouts and deliver more curated
promotions and offerings. Armed with the data gathered through POS solutions, businesses can tailor
every online and offline interaction to resonate with customers down to the individual level.
5. Empowered Staff and Enriched Customer Experiences
Consistently positive customer interactions are almost certainly because of empowered staff. Equipping
staff with POS systems that have intuitive interfaces, real-time information, and streamlined workflows
makes it easier for store staff to facilitate any customer payment with minimal fuss, creating positive
experiences that leave a lasting impression.
6. Future-Proofing for Customer Expectations
As technology and markets continue to evolve, so will customer expectations. Choosing a modern POS
system enables businesses to evolve and effectively address these emerging customer customer
expectations. Through investments in scalable and flexible solutions, retailers can effectively stay ahead
of the curve and maintain good CX over the foreseeable future.
Leverage New POS Systems for Convenience and Connection
Because they’re used for virtually every customer transaction, retailers need to pay attention to the CX
impacts created by their POS technologies. POS tech that is unable to process popular payment types or
meet everyday customer expectations does not have a place in modern retail and must be replaced with
more capable, future-ready systems.
However, because POS technologies have such a profound impact on CX, retailers must be wary when
adopting these systems. For a successful transition, retailers must prioritize customer convenience and
empowerment as key goals of their POS upgrade projects. Importantly, management and staff members
who are slated to use the new POS must understand the specific reasons for the upgrade to guarantee a
smoother transition. With these goals in mind, Philippine retailers can use their new POS to create
meaningful connections and drive loyalty and sustainable growth in the process.
Balla
