I use my phone for everything. It is probably not healthy, but I’m a big fan of anything that makes my life easier. I have the apps for all our favorite restaurants so that I can easily put our name on the wait list or order carry out. I have all of my travel apps so that I can easily scan my flight tickets or order my hotel room door with my phone. I have health apps, productivity apps, even apps to control appliances in my home.
Why am I telling you this? The other day, my husband was working around the house and needed more spackle. He asked if I could go to the hardware store and pick up some more. I live in the suburbs of Indianapolis, Indiana and we have a lot of hardware store options around here. The big three are Menards, The Home Depot, and Lowe’s. Then there are some smaller ones like Ace hardware and True Value. So we have lots of options. But anytime I can, I choose The Home Depot. Why? Because their mobile app (and even their mobile site) is so very helpful.
To start off, they provide an option to either scan or take a photo of the item you need to find. As you can imagine, with hardware, not everything has a bar code. In this case, I was able to scan the pack of the bucket. Right away, the app displayed the item I was looking for as well as some very helpful information. It told me in which aisle the item was located. But not only that, it told me exactly which bin to look in. Most importantly, it told me that there were 47 of that particular item in stock. How many times have you gone to a store only to find that they item you were looking for was out of stock? This provided me peace of mind knowing that I would actually be able to purchase the item when I got to the store. When I got to the store, the app showed me exactly where in the store the item was located.
Inside the store, everything is clearly marked. It literally took me less than 5 minutes to find what I was looking for in the store. The only thing that slowed me down was that they didn’t have tap and pay. I had to dig in my wallet and get my credit card out and actually put it in the machine to pay.
What lessons can be learned by this?
- Put yourself in your customer’s shoes. Think about what your customers need from you. What are the barriers to them making a purchase? Get rid of those barriers.
- KISS. Yes, that is Keep It Simple, Stupid. Make things as easy as possible for your customers.
- Every touchpoint is an opportunity. It doesn’t matter if it is in the mobile app or in-store, the experience was easy for me, the customers.
Now think about your business. How can you make every touchpoint easier for your customers?